CASE STUDY
The Employer Experience Proposition
Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
CASE STUDY
The Employer Experience Proposition
Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
Speakers
Sample of Keynote Speakers and their Case Studies
CASE STUDY
The Employer Experience Proposition
Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
CASE STUDY
Global Travel, Local Expectations: Designing CX for Behaviour, Not Borders
Travel is global, but expectations are deeply local. A CX model that works in Paris collapses in Tokyo. A workflow designed for North America fails instantly in Brazil. Add behavioural context – disruption, urgency, anxiety – and even the same traveller can behave like an entirely different persona. This session explores the strategic framework for building support systems that scale globally while adapting to culture, emotion, and real-time behaviour.
- 01Mapping behavioural differences across major travel markets
- 02How context can instantly shift customer expectations
- 03The move from persona-based design to behaviour-driven journeys
- 04How VOC generates cross-market intelligence and unified learning
- 05The global backbone model: consistency without rigidity
- 06Best-in-class Human + AI collaboration
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
CASE STUDY
Emerging Trends in Customer Contact
We will look at how the fundamentals of customer contact are being influenced by new technologies, particularly Artificial Intelligence, avatars, chat, and self-service.
- 01Today’s customer
- 02The technology landscape
- 03Where technology is making a difference
- 04Where factors other than technology are making a difference
- 05Case studies
Pre-Start Phase:
1.Patient Safety Review:
- Assess patient demographics, drug specifics, AE (Adverse Event) incidence rates, available resources, and programme design fundamentals
- Integrate multifaceted support resources, including call centres, educational materials, and digital tools
2.Contracting Essentials:
- Determine the need for standalone PVAs (Pharmacovigilance Agreements) or safety clauses
- Critical contract elements: Include audit rights, clear definitions, mandatory training, AE reporting procedures, contact details, and reconciliation processes
3.AE Training and Vendor Setup:
- Implement comprehensive AE training protocols
- Establish a robust vendor monitoring strategy with clear KPIs, defined monitoring frequency, and audit readiness
During the Programme:
1.Vendor Performance and AE Monitoring:
- Conduct regular vendor reviews to ensure compliance with contractual obligations
- Maintain ongoing reconciliation and monitor AE trends to identify any emerging issues
Post Completion:
1.Study Reporting:
- Prepare a comprehensive study report summarising outcomes, key learnings, and areas for improvement
CASE STUDY
From Calls to Insights: How Conversation Intelligence Is Redefining Customer Interactions
Contact centres face increasing pressure to achieve more with fewer resources while meeting rising customer expectations and stringent regulatory requirements. Conversation intelligence is transforming the way these organisations operate, providing unprecedented visibility into every customer interaction.
This session will share real-world insurance case studies demonstrating how conversation intelligence delivers measurable improvements in customer experience, boosts operational productivity, and strengthens compliance outcomes.
- 01An overview of conversation intelligence and how it works
- 02How it enhances the quality and consistency of customer interactions
- 03Productivity gains and strengthened compliance as second-order benefits
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
Customer-Centricity: Pharma’s Favourite Illusion
Pharma talks a lot about being customer-centric, but in reality, we remain deeply obsessed with ourselves and our pipelines. Rarely do we pause to ask what healthcare professionals and their patients actually need. In this session, we will challenge the industry’s self-referential mindset and explore what it truly takes to design strategies, services, and solutions that start with the customer first — not with us.
- 01Why pharma’s version of “customer-centricity” often revolves more around internal KPIs than external needs
- 02How our fixation on products and internal narratives blinds us to what really matters to HCPs and patients
- 03What it takes to shift from “what we want to say” to “what customers need to hear”
- 04Real-world examples where pharma’s self-focus has failed — and where genuine customer-first thinking has succeeded
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
CASE STUDY
Digital Experience with Chatbot and Voicebot Integrated with AI
We will talk about the recent technologies we adopted to our Customer Service department, integrated AI and how the satisfaction of our customers are growing, how we are working on the experience side and how it is comparable with traditional support channels.
- 01How to build trust and curiosity toward AI in compliance-driven organisations
- 02How to redefine the value of human work in the age of automation
- 03How to enable innovation and learning while maintaining ethical and regulatory integrity
For decades, leadership has been benchmarked against outcomes — growth, profitability, market share. But as we enter an era defined by complexity, stakeholder capitalism, and workforce fluidity, the metrics for leadership success are evolving.
Today’s most successful organisations aren’t just technology-enabled or agile — they are human-centred by design. Why? Because the greatest differentiator is no longer strategy or digital capability — it’s the human system behind it. Human-centred leadership is now the critical foundation for driving engagement, innovation, and resilience in a world where uncertainty is constant and value creation is deeply intertwined with trust, purpose, and well-being. This session reframes human-centred leadership as a strategic operating model — one that redefines performance, strengthens culture, and aligns leadership behaviours with long-term enterprise value.
CASE STUDY
Global Travel, Local Expectations: Designing CX for Behaviour, Not Borders
Travel is global, but expectations are deeply local. A CX model that works in Paris collapses in Tokyo. A workflow designed for North America fails instantly in Brazil. Add behavioural context – disruption, urgency, anxiety – and even the same traveller can behave like an entirely different persona. This session explores the strategic framework for building support systems that scale globally while adapting to culture, emotion, and real-time behaviour.
- 01Mapping behavioural differences across major travel markets
- 02How context can instantly shift customer expectations
- 03The move from persona-based design to behaviour-driven journeys
- 04How VOC generates cross-market intelligence and unified learning
- 05The global backbone model: consistency without rigidity
- 06Best-in-class Human + AI collaboration
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
CASE STUDY
Emerging Trends in Customer Contact
We will look at how the fundamentals of customer contact are being influenced by new technologies, particularly Artificial Intelligence, avatars, chat, and self-service.
- 01Today’s customer
- 02The technology landscape
- 03Where technology is making a difference
- 04Where factors other than technology are making a difference
- 05Case studies
Pre-Start Phase:
1.Patient Safety Review:
- Assess patient demographics, drug specifics, AE (Adverse Event) incidence rates, available resources, and programme design fundamentals
- Integrate multifaceted support resources, including call centres, educational materials, and digital tools
2.Contracting Essentials:
- Determine the need for standalone PVAs (Pharmacovigilance Agreements) or safety clauses
- Critical contract elements: Include audit rights, clear definitions, mandatory training, AE reporting procedures, contact details, and reconciliation processes
3.AE Training and Vendor Setup:
- Implement comprehensive AE training protocols
- Establish a robust vendor monitoring strategy with clear KPIs, defined monitoring frequency, and audit readiness
During the Programme:
1.Vendor Performance and AE Monitoring:
- Conduct regular vendor reviews to ensure compliance with contractual obligations
- Maintain ongoing reconciliation and monitor AE trends to identify any emerging issues
Post Completion:
1.Study Reporting:
- Prepare a comprehensive study report summarising outcomes, key learnings, and areas for improvement
CASE STUDY
From Calls to Insights: How Conversation Intelligence Is Redefining Customer Interactions
Contact centres face increasing pressure to achieve more with fewer resources while meeting rising customer expectations and stringent regulatory requirements. Conversation intelligence is transforming the way these organisations operate, providing unprecedented visibility into every customer interaction.
This session will share real-world insurance case studies demonstrating how conversation intelligence delivers measurable improvements in customer experience, boosts operational productivity, and strengthens compliance outcomes.
- 01An overview of conversation intelligence and how it works
- 02How it enhances the quality and consistency of customer interactions
- 03Productivity gains and strengthened compliance as second-order benefits
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
Customer-Centricity: Pharma’s Favourite Illusion
Pharma talks a lot about being customer-centric, but in reality, we remain deeply obsessed with ourselves and our pipelines. Rarely do we pause to ask what healthcare professionals and their patients actually need. In this session, we will challenge the industry’s self-referential mindset and explore what it truly takes to design strategies, services, and solutions that start with the customer first — not with us.
- 01Why pharma’s version of “customer-centricity” often revolves more around internal KPIs than external needs
- 02How our fixation on products and internal narratives blinds us to what really matters to HCPs and patients
- 03What it takes to shift from “what we want to say” to “what customers need to hear”
- 04Real-world examples where pharma’s self-focus has failed — and where genuine customer-first thinking has succeeded
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
CASE STUDY
Digital Experience with Chatbot and Voicebot Integrated with AI
We will talk about the recent technologies we adopted to our Customer Service department, integrated AI and how the satisfaction of our customers are growing, how we are working on the experience side and how it is comparable with traditional support channels.
- 01How to build trust and curiosity toward AI in compliance-driven organisations
- 02How to redefine the value of human work in the age of automation
- 03How to enable innovation and learning while maintaining ethical and regulatory integrity
For decades, leadership has been benchmarked against outcomes — growth, profitability, market share. But as we enter an era defined by complexity, stakeholder capitalism, and workforce fluidity, the metrics for leadership success are evolving.
Today’s most successful organisations aren’t just technology-enabled or agile — they are human-centred by design. Why? Because the greatest differentiator is no longer strategy or digital capability — it’s the human system behind it. Human-centred leadership is now the critical foundation for driving engagement, innovation, and resilience in a world where uncertainty is constant and value creation is deeply intertwined with trust, purpose, and well-being. This session reframes human-centred leadership as a strategic operating model — one that redefines performance, strengthens culture, and aligns leadership behaviours with long-term enterprise value.
CASE STUDY
Global Travel, Local Expectations: Designing CX for Behaviour, Not Borders
Travel is global, but expectations are deeply local. A CX model that works in Paris collapses in Tokyo. A workflow designed for North America fails instantly in Brazil. Add behavioural context – disruption, urgency, anxiety – and even the same traveller can behave like an entirely different persona. This session explores the strategic framework for building support systems that scale globally while adapting to culture, emotion, and real-time behaviour.
- 01Mapping behavioural differences across major travel markets
- 02How context can instantly shift customer expectations
- 03The move from persona-based design to behaviour-driven journeys
- 04How VOC generates cross-market intelligence and unified learning
- 05The global backbone model: consistency without rigidity
- 06Best-in-class Human + AI collaboration
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
CASE STUDY
Emerging Trends in Customer Contact
We will look at how the fundamentals of customer contact are being influenced by new technologies, particularly Artificial Intelligence, avatars, chat, and self-service.
- 01Today’s customer
- 02The technology landscape
- 03Where technology is making a difference
- 04Where factors other than technology are making a difference
- 05Case studies
Pre-Start Phase:
1.Patient Safety Review:
- Assess patient demographics, drug specifics, AE (Adverse Event) incidence rates, available resources, and programme design fundamentals
- Integrate multifaceted support resources, including call centres, educational materials, and digital tools
2.Contracting Essentials:
- Determine the need for standalone PVAs (Pharmacovigilance Agreements) or safety clauses
- Critical contract elements: Include audit rights, clear definitions, mandatory training, AE reporting procedures, contact details, and reconciliation processes
3.AE Training and Vendor Setup:
- Implement comprehensive AE training protocols
- Establish a robust vendor monitoring strategy with clear KPIs, defined monitoring frequency, and audit readiness
During the Programme:
1.Vendor Performance and AE Monitoring:
- Conduct regular vendor reviews to ensure compliance with contractual obligations
- Maintain ongoing reconciliation and monitor AE trends to identify any emerging issues
Post Completion:
1.Study Reporting:
- Prepare a comprehensive study report summarising outcomes, key learnings, and areas for improvement
CASE STUDY
From Calls to Insights: How Conversation Intelligence Is Redefining Customer Interactions
Contact centres face increasing pressure to achieve more with fewer resources while meeting rising customer expectations and stringent regulatory requirements. Conversation intelligence is transforming the way these organisations operate, providing unprecedented visibility into every customer interaction.
This session will share real-world insurance case studies demonstrating how conversation intelligence delivers measurable improvements in customer experience, boosts operational productivity, and strengthens compliance outcomes.
- 01An overview of conversation intelligence and how it works
- 02How it enhances the quality and consistency of customer interactions
- 03Productivity gains and strengthened compliance as second-order benefits
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
Customer-Centricity: Pharma’s Favourite Illusion
Pharma talks a lot about being customer-centric, but in reality, we remain deeply obsessed with ourselves and our pipelines. Rarely do we pause to ask what healthcare professionals and their patients actually need. In this session, we will challenge the industry’s self-referential mindset and explore what it truly takes to design strategies, services, and solutions that start with the customer first — not with us.
- 01Why pharma’s version of “customer-centricity” often revolves more around internal KPIs than external needs
- 02How our fixation on products and internal narratives blinds us to what really matters to HCPs and patients
- 03What it takes to shift from “what we want to say” to “what customers need to hear”
- 04Real-world examples where pharma’s self-focus has failed — and where genuine customer-first thinking has succeeded
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
CASE STUDY
Digital Experience with Chatbot and Voicebot Integrated with AI
We will talk about the recent technologies we adopted to our Customer Service department, integrated AI and how the satisfaction of our customers are growing, how we are working on the experience side and how it is comparable with traditional support channels.
- 01How to build trust and curiosity toward AI in compliance-driven organisations
- 02How to redefine the value of human work in the age of automation
- 03How to enable innovation and learning while maintaining ethical and regulatory integrity
For decades, leadership has been benchmarked against outcomes — growth, profitability, market share. But as we enter an era defined by complexity, stakeholder capitalism, and workforce fluidity, the metrics for leadership success are evolving.
Today’s most successful organisations aren’t just technology-enabled or agile — they are human-centred by design. Why? Because the greatest differentiator is no longer strategy or digital capability — it’s the human system behind it. Human-centred leadership is now the critical foundation for driving engagement, innovation, and resilience in a world where uncertainty is constant and value creation is deeply intertwined with trust, purpose, and well-being. This session reframes human-centred leadership as a strategic operating model — one that redefines performance, strengthens culture, and aligns leadership behaviours with long-term enterprise value.