What is Customer Centric?
The primary reference for CX professionals
Every day, we rely on technology to provide the best possible customer experience. But there’s no out of the box integration for empathy, no API for increasing emotional intelligence, and certainly no substitute for high quality conversation. Customer Centric is bridging the gap between high tech and high touch service, with original and curated content, events, and more.
Speakers
Jody Arebalo
VP of Transformation and Consulting, Majorel
James Cross
Digital & Service Snr Strategy Lead, Microsoft
Mara Figueiredo
Global Head of Customer Support, Pipedrive
Mick Frederick
VP of Customer Experience, Eaze
Marissa Gordon
Head of Finance and Operations, Universe
Lauri Haav
Head of International Expansion, Monese
Paula Kennedy
Vice President, Concentrix
Max Klimmek
Manager of Customer Success, Intercom
Kristina Mercier
Sr. Manager User Happiness Team, Expedia
Reagan Miller
Head of Global Analytics, Concentrix
Suri Ratnatunga
Sr. Director of Community and Support, Vimeo
Tom Reekie
Ingenuity & Project Manager, The Hut Group
David Rowan
Ex-WIRED Editor, Author
Keyur Shah
VP of Customer Support, Rakuten Marketing
Diana Gomes da Silva
Captain, easyJet
Rebecca Walsh
Global Program Manager, International Growth Partnerships, Google
Hosts and moderators
Michael Ollitervo Murphy
VP CX at Unbabel
Jessica Twentyman
Contributing Writer for Diginomica, the FT, the Economist, and ComputerWeekly
Adi Gaskell
Contributing Writer for Forbes, Huffington Post, and BBC
Peter Gerson
VP Strategic Partnerships and Alliances, 5CA
Conference schedule
Registration is open from 9:00 am to 10:00 am.
Opening
- Michael Ollitervo Murphy
Agents of change: the future of CS
- Paula Kennedy
Turning the lens on us
- Kristina Mercier
- Mara Figueiredo
- Mick Frederick
Moderated by- Adi Gaskell
CX meets design thinking
- Jody Arebalo
Coffee break
Voices from the field
- Tom Reekie
- Keyur Shah
- Marissa Gordon
- Lauri Haav
Moderated by- Jessica Twentyman
Scaling customer centricity
- Suri Ratnatunga
- Rebecca Walsh
Lunch
This is your captain speaking: fasten your seatbelt!
- Diana Gomes da Silva
It's a total CX disaster. Now what?
- Reagan Miller
- Max Klimmek
Coffee break
Customer centric startups to watch
Moderated by- Peter Gerson
Non-bullshit innovation: radical ideas from the world's smartest minds
- David Rowan
Closing remarks
Meet us in Lisbon
This year’s Customer Centric Conference takes place in the heart of Lisbon during Santos Populares, the city’s most iconic celebration. We’re here to guide you through the medley of sights, sounds, and aromas that bring the city to life.
Suspenso | 180° river view in a converted, centuries-old foundry, located in the heart of the city.
