Customer Experience Track

Customers expect their experience of your digital presence to be as good as, if not better than, their experiences elsewhere. With many known brands offering seamless experiences across different devices and channels, they expect to engage with you at their convenience, on whichever device they are using, wherever and whenever it suits them. In truth, it is a long road to get there, and few organisations have sight of those building the road.

Wednesday, Nov 8

8.00 – 9.00

Breakfast & Registration

9.00 – 9.15

Conference Opening

By Janus Boye

9.15 – 10.00 Keynote

Avoiding Disruption in the Era of Accelerating Change

By Jake DiMare

Today, technology, and customer expectations are evolving so rapidly there’s barely time to get our heads around the latest new trends when the next big thing comes along, presenting all new challenges.

And we’re just getting started.

In this keynote, Jake DiMare, Head of Digital Strategy for Luminos Labs, will share the story of a recent disruptive innovator in the U.S. food industry who is already being disrupted, explore what’s over the horizon, and unpack the things you can take back to your organization today, to help be more prepared to survive and thrive in the era of accelerating change.

Conference keynote speaker Jake DimareJake DiMare (US)

Luminos Labs

10.00 – 10.30

Coffee, tea and networking

 10.30 – 12.00 Track: Customer Experience

Return on Content

By Hilary Marsh

With the growing realisation that content is a strategic business asset, forming the substance of digital experiences, organisations now have a need to assess the value of legacy content, and produce valuable content going forward.

For those managing content, it is necessary to assess value in a way that uses business language yet which is robust enough to withstand internal politics. This can feel like an insurmountable obstacle given the volume of content and its ceaseless expansion.

In this session, Hilary will demonstrate a pragmatic approach to figuring out how successful an individual piece of content is, and from this determine the return on that content. By focusing on understanding and developing KPIs – indicators, not measures – she will demonstrate how to measure value, communicate this to the business and use it to then nurture the value of content.

Conference speaker Hilary MarshHilary Marsh (US)

Content Company

12.00 – 13.00


13.00 – 13.45 Track: Customer Experience

The Three Iron Rules of Customer Experience: how you are breaking them, and how to stop

By Carolyn Clarke

You can have the most beautiful digital presence in the world, full of finely-crafted content marketing text, nudges, and with a responsive and accessible interface, but if you are breaking the three fundamental rules of customer experience, all of this is for nothing.

I will cover the three iron rules, which digital leaders break to their own cost, looking at how these rules must be built into every level of your website and other digital channels, from information structure to navigation, from page layout to content. I will look at how the three rules help you stop building in mistakes, how they help you correct mistakes, and how they help you to remove friction from the customer experience.

A step-by-step analysis of some typical websites, both good and bad, will highlight where the iron rules have been obeyed or broken, showing that adhering to the three rules as your fundamental guidelines can make web development, web writing, and web design focused and foolproof.

Conference Speaker Carolyn ClarkeCarolyn Clarke (UK)
Crowe Clark Whitehill
14.00 – 15.00


Come join 2 x 25 minutes of informal roundtable discussions to get answers on your specific questions or help others by sharing your expert knowledge.
Each table has no more than 10 attendees and is assigned a specific topic and moderator. First come first served: you don’t get to see who’s at the table until you get there.

After the initial 25 minutes are up, you get to pick another table for the next 25 minutes of discussion.

  1. How to manage the General Data Protection Regulation without spending unnecessary internal and external resources – Tommy Angermair, Clemens Law (DK)
  2. Internal digital agency or not? – Mikkel Andersen, GEA (DK)
  3. Making video work in the digital workplace – Hanna Karppi, Skanska (SE)
  4. Robotic process automation – Aiste Hoffbeck, DTU (Technical University of Denmark)
  5. The State of Web Standards – the W3C and DRM/EME – Bebo White, Lecturer & Author
  6. ….more to come
15.00 – 15.30

Coffee, tea & networking

15.30 – 16.30 Track: Customer Experience

The more you listen, the better you get

By Tanja Curdt

Never let your customers off the hook. If you want to create a positive perception and acceptance of your solution, you should know what customers really want.

Join me in my journey through people’s brains, trying to understand their attitudes and behaviors. See how participation of employees and involvement of stakeholders leads to successful platform and feature rollouts and a shift of mindset.

Conference Speaker Tanja CurdtTanja Curdt (DE)
Deutsche Post DHL
16.45 – 17.30 Keynote

Customer experience as a cocktail of technology

By Theresa Regli

The mix of technology required for building a consumer-centric digital experience isn’t always obvious. Choosing the right tools for holistic and effective digital marketing is not unlike crafting a complex cocktail: you have to find the right mix of ingredients, and the right balance, that works for you. What works for one organization might not work for yours.

As a digital experience practitioner or marketer, you need to think of yourself as the enterprise technology mixologist, and work with your colleagues to come up with the right mix. So while some technologies like WCM might obviously be on your ingredient list, it’s equally important to plan for the others, and to understand the role that each technology plays. Otherwise, your cocktail will be crap, and no one will come back to your bar.

As we head into the post-conference drinking hours, Theresa will explore how to build the right technology mix for you and your organisation.

Conference speaker Theresa RegliTheresa Regli (UK)


18.30 – 23.00 Conference Party

CANblau Tapas Bar

Join us for the popular social event at CANblau where Danish hygge meets Spanish/Catalan tapas

November 7th

In-depth morning workshops
In-depth afternoon workshops
Keynote by Bebo White
Informal city walk
Social event

November 8th

Keynote by Jake DiMare
 – Business Development
 – Customer Experience
 – Digital Workplace
 – User Experience
Keynote by Theresa Regli
Social event

November 9th

Keynote by Steven Pemberton
 – Agile & Project Leadership
 – Employee Experience
 – Marketing
 – Strategy
Social event