On the lookout for the latest in CX?
Do you want to create a more customer-centric business?
Meet Mission CX!
What is Mission CX?
In short, you'll join a network of peers and be inspired on a monthly basis by live digital sessions with world-class speakers and pioneering content on CX, backed by an online community platform.
What can you expect?
When do the monthly digital sessions take place?
See ⬇️⬇️⬇️ for more information on the content of each of the confirmed sessions
Ever wondered how to use Artificial Intelligence to serve your customers better, without them even having to ask? Want to learn how to personalize customer experience, improve brand image and enhance customer relationships? Or uncover business strategies and applications of AI?
In this Monthly Digital Session of Mission CX, we'll deep dive into the world of data, Artificial Intelligence and Robotics.
Pieter Abbeel received a BS/MS in Electrical Engineering from KU Leuven (Belgium) and received his Ph.D. degree in Computer Science from Stanford University in 2008.
He joined the faculty at UC Berkeley in Fall 2008, with an appointment in the Department of Electrical Engineering and Computer Sciences. He has won various awards, including best paper awards at ICML and ICRA, the Sloan Fellowship, the Air Force Office of Scientific Research Young Investigator Program (AFOSR-YIP) award, the Okawa Foundation award, and the 2011's TR35.
More about PieterRecent advances in Artificial Intelligence have enabled a wide range of breakthroughs in many domains, including image recognition, speech recognition, machine translation, learning to play video games, learning to control simulated and real robots, and mastering the classical game of Go.
UC Berkely Professor Pieter Abbeel will highlight actual advances being made, provide background on ideas and trends that have powered these advances, and share examples on how AI is impacting various organizations and the relationship between AI and humans
With OTO.ain, co-founder and CEO Teo Borschberg and co-founder and CTO Nicolas Perony want to transform how we hear the world.
OTO currently works with contact centers, processing millions of customer conversations in order to help businesses unlock valuable data from voice interactions.
OTO is passionate about decoding the human voice, and building simple and valuable products along the way.
Fascinated by the technology and the potential of voice analytics, Teo Borschberg and Nicolas Perony founded OTO as an SRI International spin-off. They decided to continue pushing the frontiers of speech understanding by combining their deep expertise in behavioral science and artificial intelligence.
Today, OTO works with contact centers, processing millions of customer conversations in order to help businesses unlock valuable data from voice interactions. OTO is also making their DeepToneTM engine accessible across verticals and use cases.
Customers are looking for products and services that are as streamlined and effortless as possible. Companies and brands thus seek to remove the gap between on- and offline behaviour by aligning online and offline in their future CX models. Companies that are still thinking in online and offline, in multichannel or omnichannel are making a lethal mistake. There are no more channels. Customers want online convenience in the offline world and offline experiences in the online one.
In this Monthly Digital Session of Mission CX, we'll uncover hybrid models of CX, where online merges with offline and vice versa.
Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.
Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. He has over 15 years of relevant experience – 5 years of academic research and over 10 years of customer research in the software industry. Alex received his PhD in Experimental Social Psychology from Clark University. His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.
More about AlexZappos' purpose is simple: to live and deliver WOW. What began as a small online retailer that only sold shoes 20 years ago, turned into shoes, clothing, handbags, accessories, and more. That "more" is providing the very best customer service, customer experience, and company culture.
Zappos' aim to inspire the world by showing it's possible to simultaneously deliver happiness to customers, employees, vendors, shareholders, and the community in a long-term, sustainable way.
Alex Genov is leading Customer Research for the Zappos Family of Companies. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable.
Mark Gallagher has held senior roles in the high performance environment of Formula 1 motor racing for over 30 years, and today is an author, broadcaster and industry analyst who continues to work with drivers and teams at the forefront of this global sport.
Mark’s management career in Formula 1 included more than a decade on the management board of the highly successful Jordan Grand Prix team, running the world famous Cosworth engine business and helping establish the commercial arm of Red Bull Racing which went on to become 4-times World Champions.
His expertise covers the commercial and operational management of Formula 1 teams, and includes the sport’s regulatory, business and technology landscape. Since 1994 he has introduced some of the world’s leading technology companies to the sport, playing a key role in the digital transformation of Formula 1. During his career he has worked with renowned World Champions including Ayrton Senna and Michael Schumacher.
Mark’s career in Formula One commenced in 1983, working in media and communications before joining Eddie Jordan’s new Formula 1 team in 1990. The giant killing Jordan team became race winners in Formula 1 during their first decade, Mark overseeing marketing operations and joining the management board in 1998.
In 2004 he was invited to join the Jaguar Racing organisation as it transitioned into becoming Red Bull Racing, and during this time Mark reconnected with David Coulthard who became the team’s lead driver and remains a close business associate today.
Mark later founded Status Grand Prix which successfully competed in lower formulae, winning a World Championship in 2009 and tackling the daunting Le Mans 24 Hours sports car race on new fewer than four occasions. In 2010 Mark was invited to run the world- famous Cosworth Formula 1 engine company, supplying up to one-third of the teams in the sport with power units and associated technologies.
During his career Mark has been a member of the technical working groups established by the sport’s governing body, the FIA, tasked with tackle challenges including environmental sustainability and safety. This included two years spent working on the energy efficiency regulations central to Formula 1 since 2014.
Since 2012 Mark has focused on his Formula 1 consulting business, Performance Insights, working with a range of clients across the sport. He is the business columnist for Grand Prix Racing Magazine, presents the Inside Formula 1 podcast with World Champion Mika Hakkinen and co-presents the At The Controls podcast with the BBC’s Jonathan Legard.
Mark has written two books, The Business of Winning (Kogan Page, 2014) and Grand Prix - The Last 25 Years (WH Smith, 1999), and collaborated with Coulthard on his Sunday Times Best Seller The Winning Formula (Blink Publishing, 2018). Between 2004-2010 Mark worked as a consultant for Pixar on CARS and CARS 2, coordinating the European launch of the successful franchise at the Spanish Grand Prix in 2006.
More about MarkFormula One is a unique mix of business and sport, where strong leadership, efficient team work, split second decision making and a clear focus on delivery are required to compete at the highest levels.
Mark Gallagher has worked in Formula One for almost 30 years and has spent the last 15 working as senior executive within the management of Jordan Grand Prix, Red Bull Racing and Cosworth. While operating at the centre of this fascinating sports business, Mark has worked directly with the world’s top drivers and team owners, giving him a privileged understanding of what it takes to be a world class competitor.
Head of Marketing at the highly successful, race winning Jordan team over a ten year period, Mark was famously described as "head of making things happen".
Are technologies such as Augmented and Virtual Reality great ways for businesses to complement their CX logic with new exciting flavors? They have been wading through a shroud of mystery, but these past few months, VR and AR have been shaping up as game changers for many companies' or brands' customer engagement strategies. They help collide real and simulated world, and thus might hit the sweet spot between digital convenience and emotional connection.
This Monthly Digital Session of Mission CX, will zoom into use cases and experiences with AR and VR to boost CX.
Alexander has been called a renaissance man. He has to admit that he loves that title. Alexander is a renaissance man in the eyes of most, perhaps since he seems unsettled: He has studied philosophy, law, business and even know how to code a bit. When he was 15 his dad suggested he should work at a fast food restaurant to "learn life skills". At the time, cooking chicken and manning the cash register seemed trivial but they were the building blocks to his core: he loves business. Not in the Wall Street power-suit sense. Rather, he loves innovation and self-actualization. Alexander is fortunate enough to be a part of a generation of people who believe that we can change how things are done and question everything at every step.
More about AlexanderIn the virtual and augmented world, content is king. Customers expect to be wowed by a variety of experiences that engage multiple senses one by one or at the same time. Alexander Haque can tell us a lot more about VR and AR creations that give users that "WOW!" moment.
Creating the best CX, is not a one size fits all story. And just like with many things, culture and geography can also play a determining role in how to look at CX. Or does it?
During this Monthly Digital Session of Mission CX, we want to exchange different views on CX through a cultural and geographical lens.
We will bring in both experts and companies to shed a light on questions like: Are there differences in CX between - broadly speaking - the Western and the Eastern world? Do American, European, Asian, etc. companies approach customer experience, customer relations and customer engagement differently?
Blake Morgan is a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience.
Her bestselling second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business”, identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19.
She was called one of the top 40 female keynote speakers for 2020 by Real Leaders Magazine. She has worked with Comcast, Allstate, Genentech, Accor Hotels, Accenture, Adobe, Cisco, Parker Hannifin, Ericsson, Verizon, and more.
Blake is a guest lecturer at Columbia University, the University of California, San Diego as well as adjunct faculty at the Rutgers executive education MBA program.
Blake contributes to Forbes, the Harvard Business Review and Hemispheres Magazine. She is the host of The Modern Customer Podcast and The Be Your Own Boss Podcast.
She lives in the Bay Area with her husband, their two children and two dogs.
Customer experience futurist Blake Morgan will explain how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services and how companies that don’t meet these new expectations won’t last.
But Blake can also highlight the invisible toxins that are killing your customer experience and your market share and how you should address them. Blake might set you up for success, outlining the key areas you need to address immediately so you can weather external changes, remain relevant and thrive in the ever-changing business landscape.
Blake lives in the Bay Area, in the United States, but is definitely able to paint a global picture of CX with lots of expertise and best practices from all over the world.
We've experienced the rise of personalized and always available platforms that assist customers very closely in their day to day lives. This has created wonderful opportunities, e.g. to interact more with customers, but has also posed big challenges to companies and brands on how to remain visible, how to stay (partially) in control of the relationship with their customers, how to keep creating value, ...
During this Monthly Digital Session of Mission CX, we look into how companies can stay relevant in this platform economy and what we can learn from platform ecosystems.
Fiona Vanderbroeck is Director Customer Marketing & Select at Bol.com. Esther Elberse is Head of Customer Journey Development at Bol.com.
Both are strong marketeers, and smart and enthusiastic experts when it comes to customer experience, customer-centricity and customer relationships.
At Bol.com, on a daily basis, they strive to bring a smile to their customers (both consumers and partners) by transforming challenges into business solutions that bring value for both customer & company and that are sustainable.
Bol.com, "De winkel van ons allemaal". (roughly) Translated: "Everybody's store". And how this online "store" transformed to a platform!
In 1999, Bol.com opened its virtual doors of the first online bookstore in the Netherlands. Nowadays, Bol.com changes retail to make everyday life easier, together with 1.900 colleagues ("bol.commers").
This is where Bol.com is at right now:
Over 10 million customers in the Netherlands and BelgiumOver 2.5 million visits per day at our platform21.5 million products in storeOver 4.000 bol.com pick-up points in the Netherlands & BelgiumOver 20.000 partners who sell on the platformSo, Bol.com has grown massively in a short time. Driven by natural curiosity, customer focus, daring to be critical and fundamentally making the difference for customers and partners.
Matthew Brennan is an author and internationally recognized speaker who specializes in Chinese mobile internet technology and innovation.
His opinions have been featured across global media including Bloomberg, The Wall Street Journal, The Economist, BBC,The Financial Times and Forbes.
For several years his company ChinaChannel has organized the largest annual WeChat digital marketing conference in China for international brands.
Matthew has delivered dozens of presentations for many prestigious companies including Google, Tencent, Walmart, Visa, LinkedIn, BostonConsulting Group and more.
Originally from London, England, Matthew speaks fluent Mandarin Chinese having been based in mainland China for 16 years.
Following the "CX in the East vs. the West" session, Matthew Brennan is a wonderful addition to this session to help us gain insight into Chinese tech innovation and platforms.
He will deliver a combination of inspiration and insight into the new wave of Chinese digital innovation, and more specifically: help us understand ByteDance and TikTok.
Today, ByteDance is a sprawling corporate leviathan. Much like other large internet conglomerates, it has expanded into a myriad of online services consisting of gaming, education, enterprise productivity, payments, and much more. This is
made possible by three flagship businesses: Toutiao, Douyin, and - the one we know best - TikTok.
Employees first, customers second? It's one of those typical experience paradigms. To get CX right, it is said, companies should start with their Employee Experience: your CX can only be good when you have customer-centric employees. Or is it the reverse: employees can only be customer crazy once the customer journey has been perfectly mapped out?
This Monthly Digital Session of Mission CX investigated how companies and brands can not only have a positive impact on the people they work for (their customers) but als the people they work with (their employees).
Nir Eyal writes, consults, and teaches about the intersection of psychology, technology, and business. Nir previously taught as a Lecturer in Marketing at the Stanford Graduate School of Business and the Hasso Plattner Institute of Design at Stanford.
Nir co-founded and sold two tech companies since 2003 and was dubbed by The M.I.T. Technology Reviewas, "The Prophet of Habit-Forming Technology."
He is the author of two bestselling books, Hooked: How to Build Habit-Forming Products and Indistractable: How to Control Your Attention and Choose Your Life.
Indistractable received critical acclaim, winning the Outstanding Works of Literature (OWL) Award as well as being named one of the Best Business and Leadership Books of the Year by Amazon and one of the Best Personal Development Books of the Year by Audible. The Globe and Mail called Indistractable, "the best business book of 2019."
In addition to blogging at NirAndFar.com, Nir's writing has been featured in The New York Times, The Harvard Business Review, Time Magazine, and Psychology Today.
Nir is also an active investor in habit-forming technologies. Some of his past investments include Eventbrite (NYSE:EB), Anchor.fm (acquired by Spotify), Kahoot! (KAHOOT-ME.OL), Refresh.io (acquired by LinkedIn), Product Hunt, Marco Polo, Presence Learning, 7 Cups, Pana, Byte Foods, FocusMate, and Shadow.
Nir attended The Stanford Graduate School of Business and Emory University.
More about NirNir Eyal is the author of 2 amazing, world-renowned books: "Hooked: How to Build Habit-Forming Products" and "Indistractable: How to Control Your Attention and Choose Your Life".
In this digital session, Nir will bring in his expertise on the intersection of psychology, technology, and business. His expertise and insights encompass user experience, behavioral economics, and a dash of neuroscience - all of which he will share and apply to not only CX but also EX.
Consumers expect companies and brands to take away their most primal fears (global warming, flooding, water shortage,…) and (help) solve world problems, too. They want it all: convenience, privacy, good deals, doing what’s good for the planet, ...
Many companies have already started projects aimed at making the world a better place. And this ‘doing good’ part does not just happen at the peripheries, it’s an intrinsic part of product, brand and marketing.
During this Monthly Digital Session of Mission CX, we learn from companies and experts that have already joined the movement and how companies can add an extra layer to their customer relationship and make themselves more unforgettable in the process.
Kaj Török is Chief Reputation Officer & Chief Sustainability Officer at MAX Burgers. He has been working with sustainability communications since 1996. From strategy to practice.
What Kaj loves about his work at MAX Burgers, is to:
- Facilitate processes around trust, communication and sustainability
- Build meaningful brands and trustworthy organizations
- Maintain and develop meaningful personal relations
- Better himself
MAX Burgers is not only Sweden’s favourite hamburger restaurant chain, it is also one of the first. Back in 1968 the founders of MAX, Curt Bergfors and Britta Andersson, opened their first restaurant in Gällivare, high up in the northern part of Sweden.
Their hamburgers became so popular that within two years they opened more restaurants. Soon thereafter MAX was established in several other cities in Norrland (the northern part of Sweden). The rest is history.
Short facts
120 restaurants worldwideApprox. 5 400 employees worldwideTurnover of 220 million EuroMost profitable restaurant chain in Sweden outperforming both McDonald's and Burger KingMost satisfied customers in the business, twelve years in a rowMost preferred hamburgers in SwedenTop taste in test after testErik Elvingsson Hedén is the Managing Director of SB Insight and the founder of Sustainable Brand Index™, Europe’s largest brand study on sustainability.
He has worked with sustainability for over a decade and has insights into more than 1.400 brands across industries and countries. Based on these insights, Erik lectures on how sustainability affects brands, communication and business development. He gives insights into (un)sustainable consumer behaviour and examples of how companies can use this to enhance customer experience.
More about ErikSustainable Brand Index™ is Europe’s largest brand study on sustainability. It offers unique data and insights on how sustainability affects your brand and what drives consumer behaviour when interacting with your brand and industry.
Founder Erik Elvingsson Hedén and Managing Director of SB Insight has worked with sustainability for over a decade and has insights into more than 1.400 brands across industries and countries.
Erik can give insights into (un)sustainable consumer behaviour and examples of how companies can use this to enhance customer experience.
No matter how gnarly, niche, systemic, or structural a problem or insight, it starts with a commitment. And then a headfirst dive into the mess of making things. From ideation to implementation: it can be solved with fewer echo chambers and more elbow grease.
This Monthly Digital Session of Mission CX will have us explore how we can change the world for our customers through technology and story. How we can do what’s never been done, get it done and tell it to the world.
Recently named by Fortune Magazine as one of the Top 50 World’s Greatest Leaders , a recipient of the Muhammad Ali Humanitarian of the Year Award and listed as one of the world’s most influential creative people by The Creativity 50’s, Mick Ebeling has sparked a movement of pragmatic, inspirational innovation. As a career producer and filmmaker and now founder and CEO of Not Impossible, Ebeling harvests the power of technology and story to change the world.
Ebeling founded Not Impossible, a multiple award-winning social innovation lab and production company, on the premise that nothing is impossible. His mantra of “commit, then figure it out” allows him to convene a disparate team of hackers, doers, makers and thinkers to create devices that better the world by bringing accessibility for all.
Named one of Wired’s ‘Agents of Change’, a two-time SXSW innovation of the year award winner, a two-time Tribeca Disruptor innovation winner, a fellow with The Nantucket Project, and recipient of every major creative and advertising award, Ebeling is on a mission to provide “Technology for the Sake of Humanity".
More about MickConsider starting with one person's one challenge. A wrong that you can help make right. Sometimes it takes months, sometimes years, but on the other side lies the greatest reward: a better future. That's how Mick Ebeling started, and he hasn’t stopped since. Mick Ebeling might ask you: do you know who is your one?
Mick has passionately studied “the fallacy of impossible”. All the modern conveniences we see around us were once considered impossible by people who didn’t know any better. Synthetic fabrics, cell phones and digital watches (not to mention cars and computers) were all figments of the imagination until inspiration met execution and the impossible became a reality.
Mick will dive deeper into “Impossible,” the underlying psychological affects it has on an organization, how to overcome this so true innovation can take place, and then bring it to life for your brand and customers.
After a year full of inspiration and connection with CX pioneers, we feel it's time to bring back some action and get us all geared up for another year of future-forward CX!
This Monthly Digital Session is once again a kickass virtual workshop. Literally.
We will look back to our main challenges of the year, pick our battles for the future and uncover how we can disrupt CX together.
Dietmar Dahmen is one of Europe’s top keynote speakers on change, disruption, customer-centric business success, and future trends and technology. His keynotes ignite managers all over the world. His insights inspire and motivate participants to go beyond knowledge and ACTIVELY SHAPE the future!
He is a digital guru, a CX rock star, a thought-leader who does not shy away from using a flamethrower to get the message across.
Dietmar started his career in advertising, heading teams and agencies in Europe and the US . Later, he became Chief Innovation Officer with ecx.io, an IBM company. Today, he is involved in various international start-ups, is president of the Swiss “social money” platform FYOOZ.IO, and owns and runs his own company BRAINKICKS.
More about DietmarDietmar Dahmen will bring his unique energy and creativity to help us act upon upcoming customer demands and business opportunities that are arising thanks to the latest trends and technologies.
Dietmar will create a setting that will stay in our minds and souls, will make the complex easy and will make the urgency of change, disruption and transformation fun.
This Disrupting CX workshop will be a custom-made, off-the-wall and highly creative workshop that will have us facing our challenges, fight off innovation blockers and train ourselves for another customer-centric year.
Let’s get ready to rumble!
Mission CX is an ongoing membership program. As a member, you pay a yearly fee of €1.250 (excl. VAT) that grants you exclusive access to the online community platform and 10 Monthly Digital Sessions.
The topics of the Monthly Digital Sessions and its speakers have been confirmed up and until December 2021. Topics and speakers for sessions as from January 2022 will be added throughout the year, but what we can already share today: all upcoming sessions will continue to bring in pioneers with refreshing future-forward insights on CX-related technology, psychology, trends, organisation and innovation
New trends are emerging in customer experience. Customers' expectations shift. Customer relationships change. Convenience is no longer enough, it's become a commodity. Companies and organisations need to identify where they can bring real, renewed added value to their customers. Good products and services are of course crucial, but how to prioritize innovations that target tomorrow's consumers? How to design customer experiences for the future?
In this Monthly Digital Session of Mission CX, we deep dive in what's next in customer experience, what trends are shaping the future and how to be ready for the day after tomorrow.
Brian Solis is a world-renowned digital anthropologist and futurist. He is also an award-winning author and global keynote speaker. Brian’s research, advisory and presentations humanize the relationship between disruptive innovation and its impact on institutions, markets and societies. He not only helps audiences understand what’s happening and why, he visualizes future trends and inspires people to take leading roles in defining the future they want to see.
Brian serves as Global Innovation Evangelist at Salesforce. His work focuses on thought leadership and research that explores digital transformation, innovation and disruption, CX, commerce, and the cognitive enterprise.
He has advised leading brands, celebrities, and startups and his ideas and work are consistently featured in the press. He’s a regular contributor to leading business and industry publications including Forbes, Harvard Business Review, CMO.com, TheNextWeb, Adweek, among others. Brian is also an official LinkedIn Influencer. His work is followed by over 700,000 people across social media.
More about BrianBrian Solis is a world-renowned digital anthropologist and futurist. He is also an award-winning author and global keynote speaker. Brian’s research, advisory and presentations humanize the relationship between disruptive innovation and its impact on institutions, markets and societies. He not only helps audiences understand what’s happening and why, he visualizes future trends and inspires people to take leading roles in defining the future they want to see.
Brian serves as Global Innovation Evangelist at Salesforce. His work focuses on thought leadership and research that explores digital transformation, innovation and disruption, CX, commerce, and the cognitive enterprise.
Jonathan Yaffe is the CEO and Co-Founder of AnyRoad, a data and analytics platform that powers the experiences of hundreds of leading brands including Absolut, the Kentucky Bourbon Trail, Michaels Arts & Crafts, Honda, Diageo, Peet’s Coffee & Tea, and the Golden State Warriors. Jonathan began his career in experiential marketing at Red Bull, and holds a degree in Cognitive Science from the University of California Berkeley.
More about JonathanAnyRoad is the leading Experience Relationship Management (ERM) platform enabling global brands to properly measure, scale, and implement their experiential marketing campaigns. AnyRoad helps companies create brand loyalty, change consumer behavior, and better understand their brand associations by providing them with data intelligence sourced from experience-based marketing.
Companies like Budweiser, Honda, Michaels, and Tabasco all count on AnyRoad to measure the impact of their experiential marketing. AnyRoad’s software integrates into CRM, loyalty, ERP, and POS systems to complete the loop, building the model of exactly how these experiences build loyalty, increase brand perception, and increase revenue.
AnyRoad was founded in San Francisco in 2014 by Jonathan and Daniel Yaffe. Jonathan is CEO of AnyRoad.
After looking into what's next in CX, it's time to get to action and think of what this might mean for your company or brand!
This Monthly Digital Session of Mission CX, is not another live Q&A but a kickass virtual workshop. Together with experts and other members, you will co-create (y)our future in CX, gain actionable insights and open up your mind to new, creative possibilities to connect with your customers.
As Head of Innovation and Creativity at Disney, Duncan and his team helped Imagineering, Lucasfilm, Marvel, Pixar and Disney Parks to innovate, creating magical new storylines and experiences for consumers around the globe.
He now brings his extensive Disney experience to audiences around the world using a unique approach to Design Thinking, helping people capture unlikely connections, leading to fresh thinking and disruptive ideas
Delivering a series of keynotes, workshops and ideation forums, his unique Innovation toolkit helps companies embed a culture of innovation into everyone’s DNA.
Duncan is a multiple Ted X speaker and contributor to Fast Company, Forbes & the Harvard Business Review. He teaches innovation Master Classes at Yale, University of North Carolina and University of Florida. In 2008 he received the American Citizen of Choice Award at the White House. He holds an Hons. MBA and Hons. Doctorate from Edinburgh University. He also holds the Duke of Edinburgh Award presented by Her Majesty, Queen Elizabeth
More about DuncanDuncan Wardle will bring his extensive Disney experience to help us capture unlikely connections, leading to fresh thinking and disruptive ideas.
By embedding a culture of innovation into everyone’s DNA, we can learn how to identify and evaluate the most worthwhile opportunities in our industry, and create innovative solutions that exceed the needs and expectations of consumers.
During this CX Innovation workshop, we will think, laugh, share and learn. We will walk away with a new skillset and toolkit that will greatly increase our ability to innovate, and more importantly, we will be energized and ready to kickstart innovative and creative thinking for our businesses!
Get a feel of what it'll be like here: Innovation Creativity In A Virtual World
Customer-centric thinking, understanding your customers' needs, interacting and testing hypotheses, ... Ever wondered what is the best way to do this? Digging into the psychology of man, understanding behaviour and thus approaching consumers as humans? Or rather: using machine learning, data and AI to uncover the best strategies and tactics?
In this Monthly Digital Session of Mission CX, we'll bring in both perspectives and debate them with experts from both sides.
Ken Hughes is now acknowledged as being one of the world’s leading authorities on consumer, shopper and cyber shopper behaviour. He is internationally renowned for helping his largely blue-chip client base to understand the physical, digital and future consumer.
With 20 years’ experience as CEO of a consumer insight agency, he blends his understanding of consumer & cyber psychology, digital anthropology, behavioural economics and retail futurology to explore the needs of the new consumer and predict the changes to come.
Ken advises some of the biggest brands in the world on customer experience, omnichannel strategy, artificial intelligence, shopper marketing, retail trends, the millennial / Gen Z shopper and the peer-to-peer economy. As an accomplished author, TED speaker, part-time university lecturer and actor, his performances are insightful and thought-provoking. His presentations are infamous for their sheer energy, entertainment and passion, not to mention his generous Irish wit.
More about KenIf CX is key, then why are some businesses so bad at it? Why do they still struggle to just meet basic satisfaction levels, not to mind going beyond customer expectations?
Every interaction with a customer - be it digital or in the real-world - is an opportunity to build brand connections and invoke emotional response. Looking to optimise every touch point along the customer journey is key, as is identifying pain points and dissolving them.
With 20 years’ experience as CEO of a consumer insight agency, Ken blends his understanding of consumer psychology, shopper immersion, digital anthropology and retail futurology to explore the needs of the new consumer and predict the changes to come.
After a career in banking (Goldman, Sachs), Inma Martinez joined telecom giant Cable & Wireless to become the Global Head of IP services in the late 1990s, just when digitalisation and the Internet were emerging. Shifting to entrepreneurship in 2000, she has been directly behind the development of mobile Internet services, A.I. personalisation and prediction of consumer behaviours, video and music streaming, intelligent wearables, the connected car and smart living. Considered a proven and industry-recognised technology pioneer, very early in her career she was described by Fortune and TIME as one of Europe’s top talents in social engagement through technology, while FastCompany labelled her a “firestarter” at their event Fast Talk Forum (11/2000).
In 2001 Euromoney Publications invited her to join a CEO and EU Commissioners forum where Inma Martinez was voted the “Best contributor to the formation of strategy” in the section “Driving the Future of Europe’s Digital Economy”, which led her to become one of the most active advisors to the European Union across working groups developing strategy and regulation on Web 2.0 and the digitalization of industries, Big Data and Artificial Intelligence. In the UK she has served on the board of the Department for Digital, Culture, Media and Sport’s Innovation Fund (2009-2010) and in 2010 she was appointed industry ambassador on entrepreneurship to the UK Trade & Investment Catalyst Group, a role that has taken her around the world to support British bilateral relations in countries like Croatia, Brazil and China. In July 2020 the government of Spain appointed her advisor to the Council for the Development of a National A.I. Strategy at the Ministry of Economy and Digital Transformation.
As an engaged scientist, Inma Martinez gets involved in corporate projects as a consultant in a variety of industries where A.I. and digitalisation can help transform businesses. For over 10 years she has developed a committed relationship with Imperial College London where she is a guest lecturer at the MSc Management program, the MSc in Economics and the MSc Innovation, Entrepreneurship and Strategy and a mentor of disruptive new scientific projects at their accelerator programme spin-off Deep Science Ventures, a venture-builder science institute where audacious entrepreneurial scientists explore solutions to world’s challenges. She recently joined SynSapien, an organisation of 500 scientists across European and U.S. universities developing medical equipment at low cost to fight Covid-19.
A technology author (“The 5th Industrial Revolution: A 21st Century Commercial Expansion of Space” (Planeta 2019, Beijing Xinhua Winshare 2021), Inma Martinez is one of the most respected figures in the international speaking circles, who describes the future in attainable terms and outlines actionable strategies where technological development becomes a force for good for human-centric progress and stakeholder value creation. In 2018 she was listed at #1 amongst “The Top 10 Women Changing The Landscape Of Data” by U.S.A. industry publication Enterprise Management 360 and one of the top “50 A.I. Influencers To Follow On Twitter” by Cognilytica, an A.I. and Cognitive Sciences Research agency.
More about InmaInma Martinez will bring in her perspective on Man+Machine collaborations, and what the future of humanity might look like in the AI era.
As a digital pioneer and A.I. scientist, Inma is engaged in corporate projects as a consultant in a variety of industries where AI and digitalisation can help transform businesses. As a technology author, she is one of the most respected figures in the international speaking circles, who describes the future in attainable terms and outlines actionable strategies where technological development becomes a force for good for human-centric progress and stakeholder value creation.
In 2018 she was listed at #1 amongst “The Top 10 Women Changing The Landscape Of Data” by U.S.A. industry publication Enterprise Management 360 and one of the top “50 A.I. Influencers To Follow On Twitter” by Cognilytica, an AI and Cognitive Sciences Research agency.
Here are all our current membership programs:
Mission CX: Stay ahead of the game in Customer Experience
Mission NXT: Make sense of what's next in the world