CEM Conference

How to optimize your digital customer experience - anywhere, anytime and on any device

Find out why customer experience is essential to stay ahead of your competition and growing your business. Customer experience management (CEM) – leveraging technology to improve customer engagement with products and services – is the key to gaining competitive advantage and build a strong brand.

There is a wide gap between wanting to provide a better customer experience and making it happen. The practicalities of improving the customer experience have many challenges. How do you make sure your brand is communicated in the right way no matter where the customer wants to engage with you - web, mobile and tablets, to mention a few. Do you offer the experience that makes sure that you convert prospects into customers?


Affärsvärlden, together with Adobe is organising a high profile one day conference about CEM, digital customer experience management. Listen to key note speakers from Forrester and Adobe combined with case studies, interactive panel discussions and discover the benefits associated with creating a successful customer experience strategy.

What is the right customer experience strategy for your company?

 

Strategic partner:
 
Partner:
 
    
Business Cases:
 
 
 

 

Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Agenda

 
08.30 Registration and breakfast
 

09:00 Conference starts, opening by chairman: Joakim Blomqvist som är Sales Director, Adobe Systems Nordic AB 

 

09.10 KEYNOTE SPEAKER

Analyst perspective from Forrester on key ingredients for success when designing and implementing an effective Customer Experience strategy

  • The value and importance of good customer experience
  • The role of digital and why firms need a digital customer experience strategy
  • How to craft a digital customer experience strategy and a roadmap for implementation

Ron Rogowski, Principal Analyst, Customer Experience, Forrester Research

 

 

10.00 The future of customer experience management

  • Exciting and emerging new trends in customer experience management
  • Success factors you need to know and be able to identify
  • The benefits of improving the customer experience

Ben Watson, Evangelist Customer Experience, Adobe

10.40 Coffee

 

 

 

 

11.10 How to consolidate the “web experience” from a number of custom built solutions onto a single standards-based platform

  • How business and IT worked together to re-launch www.grundfos.com with a new wcm platform, new ia, new design, and new content
  • How this was the first step in our ambition to move the entire customer "web experience" onto a single standards-based platform
  • Why we are doing this - and why this is not as easy as it might sound

Mads Pedersen, Department Head, IS Global Collaboration Solutions, GRUNDFOS Management
 

 

11.50 Understanding how social media is reshaping customer experience and where key opportunities are

  • Improving your online and social media strategy to maximize customer satisfaction
  • Identify the key opportunities that social media brings for the business
  • Understanding how social media creates a positive digital customer experience

Speaker to be announced soon

12.30 Lunch

13.30 The future of mobile units – next generation of devices

  • How to build and execute an efficient multichannel (mobile, tablets, web, etc) customer experience to differentiate from competition?
  • Opportunities and limitations concerning the design of services for both web, mobile and social media
  • How to deal with new forms of “customer voices” in example mobile apps

Chris Pelsor, Solutions Architect – CEM, Adobe

 

14.10 3LiveShop - advanced innovation on the terms of your customer

3LiveShop consists of several technical components. It combines touch screen technology, video streaming and the website Tre.se. The technology itself is not new for 3 but the way to combine the different techniques is. In 3LiveShop, customers can choose whether they want to communicate via chat or video call, and in this way receive the same service and necessity analysis as in a store.

Cecilia Bernard, Executive Producer, B-Reel and Magnus Sjögren, Director - Digital Group, 3

14.50 A checklist of what you should consider when you implement your CEM strategies

  • Discover how a leading retailer designs digital experiences that are personalised throughout the entire customer journey.
  • Learn how a leading telecom provider uses a platform approach to save millions of dollars on call centre handling times. And immerse yourself in a global practice that places customers at the heart of their experience in delivering a 21st century customer experience.

Ben Watson, Evangelist Customer Experience, Adobe

 15.30 Afternoon coffee

 

16.00 Interactive panel discussion

Creating brand value through customer experience management

  • How to align your CEM strategies to achieve maximum customer satisfaction
  • How to make the customer experience become the foundation of the business, rather than a goal
  • What are the primary goals, motivations, and obstacles for customer experience excellence?

Moderator: Ben Watson, Evangelist Customer Experience, Adobe

Ron Rogowski, Principal Analyst, Customer Experience, Forrester Research
Chris Pelsor, Solutions Architect – CEM, Adobe
Cecilia Bernard, Executive Producer, B-Reel
Magnus Sjögren, Director - Digital Group, 3
Mads Pedersen, Department Head, IS Global Collaboration Solutions, GRUNDFOS Management

 

16.45 Round-up of the conference day

17.00 Conference ends

Cocktail and networking

 

 

Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Partners

Strategic partner: 

We help our customers create, deliver, and optimize compelling content and applications — improving the impact of their communications, enhancing their brands and productivity, and ultimately bringing them greater business success. Together, we're turning ordinary interactions into more valuable digital experiences every day, across media and devices, anywhere, anytime. We offer our customers solutions in three areas: Content authoring; build content and applications with greater reach and stronger impact, Customer experience management; offer customer experiences that strengthen brands and improve efficiency and Online marketing; deliver and measure marketing effectiveness across a wide spectrum of screens and devices.

Use Adobe® Customer Experience Solutions, powered by Adobe Digital Enterprise Platform software, to create, manage, and deliver high-impact, personalized interactions that captivate customers, deepen relationships, and extend brand value across digital channels.

Adobe is changing the world through digital experiences. For more information, visit www.adobe.com

Partner:

 

About SapientNitro

SapientNitroSM, part of Sapient®, is an integrated marketing and technology services firm. We create and engineer highly relevant experiences that accelerate business growth and fuel brand advocacy for our clients. By combining multi-channel marketing, multi-channel commerce, and the technology that binds them, we influence customer behavior across the spectrum of content, communication and commerce channels, resulting in deeper, more meaningful relationships between customers and brands. SapientNitro services global leaders such as Citi, The Coca-Cola Company, Foot Locker, Target, and Vodafone through our operations in North America, Europe, and Asia-Pacific. For more information, visit www.sapientnitro.com or follow us on Twitter @sapientnitro.

Business cases: 
 

B-Reel är ett produktionsbolag som erbjuder innovativa, professionella och kompletta lösningar till reklambyråer och kunder med hög digital standard. Vi är specialiserade på avancerade produktioner där vi kombinerar webb, animation och film till rika interaktiva upplevelser.

Koncernen sysselsätter idag 80 personer och kundbasen består främst av världens bästa reklambyråer. B-Reel är grundat år 1999 av tre svenskar, men har idag kontor i London, New York, Los Angeles och Stockholm. I januari 2011 utsåg branschbibeln Creativity Online Magazine "Digital Production Company of the Year" i en artikel där de beskriver B-Reel som "i en klass för sig".

For more information about B-Reel and for information in english please visit: www.b-reel.com

 

Grundfos is a global leader in advanced pump solutions and a trendsetter in water technology. We contribute to global sustainability by pioneering technologies that improve quality of life for people and care for the planet.

For more information about Grundfos please visit: www.grundfos.com

 
 
Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Speakers

 
Ron Rogowski, Principal Analyst, Forrester
As a Principal Analyst, Ron helps customer experience professionals improve business performance and customer satisfaction by developing strategies and roadmaps for defining and implementing digital customer experiences. He is Forrester’s lead analyst on building brand through digital interaction points and is responsible for developing Forrester’s Brand Experience Review methodology.
 

Mads Pedersen, Head of IS Global Collaboration Solutions, Grundfos
Mads is globally responsible for delivery of collaboration solutions into the hands of all Grundfos people. As head of IS Global Collaboration Solutions he is leading a dedicated team of consultants in delivering intranet, extranet, document management, web & video conferencing, mail, telephony, calendars and more. He has a background in the web content management field where he has worked as a consultant for more than a decade.

 

Magnus Sjögren, Director - Digital Group, 3
Magnus Sjogren is the director of the digital group at mobile operator 3 and has been employed with the company for 4 years. Mangus has previous experience from the TV industry as a sales manager and marketing manager.

 

Ben Watson is a principal in the newly formed customer marketing team for the Digital Enterprise Solutions Business Unit at Adobe. Ben's responsible for working across the Adobe organization to optimize the enterprise customer journey and provide customer input to help define Adobe's industry leading customer experience solutions and CEM platform. Ben is a recognized thought leader and is directly engaged in many customer experience initiatives with Adobe's leading customers.

Previously Ben held the title of Principal, Enterprise User Experience and was responsible for both increasing awareness of the role of UX in enterprise and marketing as well as the LiveCycle Enterprise RIA product suite. While at Adobe he has been a energetic advocate within community and social media circles and was one of the first external Adobe bloggers. He has worked in both platform and enterprise marketing and lead the creation of the role of technical evangelism and the team at Adobe in its formation several years ago.

Prior to joining Adobe, Watson served as director of user experience and BPM strategy at IMP Solutions, director of product strategy for Yahoo! and the senior manager for developer and platform evangelism at Microsoft. Before joining Microsoft, he spent several years in the advertising agency and publishing space in varied roles such as creative director and CTO and has worked on campaigns and internet strategy for many of the world's top brands. In 2008, he was honored as one of Canada's Top 10 Men in Social Media.

 

Chris Pelsor is a Solution Architect with Adobe based in Oslo, Norway. He has spent the last 15 years designing and developing a wide range of solutions in the digital space with a focus on RIA's and mobile apps. His experience ranges from working as a developer within award-winning design studios and digital agencies to startups and consulting enterprises on CEM implementations.

 
 

Cecilia Bernard, Executive Producer, B-Reel
Cecilia holds a MBA from Stockholm School of Economics. After a few years in London's advertising world Cecilia has returned to Sweden to work as a Executive Producer at one of the world's leading digital production company's; B-Reel.

 
  
  
Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår

Partnermöjligheter

As a partner at CEM-Conference, you will have the chance to showcase your products and create brand awareness to top industry decision makers at a very exclusive event.


For more information about our partnership opportunities, please contact:

Kinga Öhman
Email: kinga.ohman[at]talentumevents.se
Phone: +46 8 796 6420

Arrangör

Affärsvärlden is Swedens leading business magazine*

Each week the magazine delivers: news and in-depth reportage, a greatly expanded stock watch with company analysis, a comprehensive financial section and commentary

* Sveriges analytikerkår