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
6 Years of Digital Transformation Finalised - Was It Worth It?
Komerční banka transformed the bank through a six-year New Digital Bank programme. Now the journey is complete, and we can look back and ask ourselves: was the whole journey worth it?
The short answer — yes, a thousand times. The bank we are today was unimaginable in 2019 and has completely changed how the bank operates and serves its customers.
- 01Business results of the transformation speak for themselves
- 02A full-scope transformation beats the results of medium-sized projects every time
- 03Transformation is about building, not being stuck in analysis paralysis
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
The Invisible Journey: How the Best Seamless Experience is the One Customer Never Notice
Why do customers who book flights in seconds still abandon financial applications halfway through? This keynote explores the gap between what customers expect and what financial institutions deliver — and what it takes to close it.
One key takeaway: the institutions that will win in the next decade are not those with the best products, but those that make accessing them feel effortless.
- 01The gap between customer expectations and financial reality
- 02The four dimensions of a truly seamless journey
- 03Embedded finance in action: how finance meets customers where decisions are made
- 04Proactive engagement: Reaching customers before they start searching
- 05The next frontier: AI-driven, context-aware journeys that anticipate rather than react
Three years ago, we set out to rebuild our organisation around the customer journey, rather than brands and channels. We introduced agile, cross-functional teams and created new roles, which are accountable for optimising key touchpoints across personas and channels. Through regular huddles with the Field Force, Medical, and Content Strategy teams, we turned insights from the field into rapid experiments and visible improvements. In this session, I will share how we designed these roles, how the huddles work in practice, and what we learned, both culturally and structurally, along the way.
CASE STUDY
Personalisation at Scale - Customer Journeys in Retail Banking
Building a scalable and sustainable ecosystem to unlock CRM value creation and deliver an outstanding customer experience for OTP customers — by increasing contact volume, enhancing relevance through personalisation, and optimising communication channels.
Why an ecosystem mindset in CRM is essential, rather than traditional function-focused development:
- 01Ensuring consistent customer relationships across digital and physical touchpoints
- 02Positioning MobileBank and digital channels as the key — though not exclusive — customer communication platforms
- 03Creating truly personalised digital banking experiences that customers value
- 04Delivering contextual, event-driven, and behaviour-based customer journeys that meet evolving UX expectations
- 05Providing the foundation for predictive and generative AI to enable future capabilities
CASE STUDY
Breaking Barriers: Digital Transformation in Banking Product Development Across Cultures
Digital transformation is a journey filled with challenges and opportunities, especially when navigating diverse markets. In this session, we will share practical experiences and lessons learned from real-world banking product development across different geographical regions.
Attendees will gain insights into the organisational strategies and methodologies used to enhance customer engagement and streamline operations. Discover how to navigate the complexities of digital transformation and drive business growth through innovative practices — while taking into account different mindsets and cultural nuances.
- 01Introduce the updated Regulation (EC) No 726/2004 – 2025/1466 on PV Audit
- 02Present GSK’s cluster Third-Party audit strategy
- 03Practical measures to optimise audit processes, improve operational efficiency, and maintain regulatory compliance
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
Control of Payment Decisions – Role of Rules Driven Payment Automation
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?
- 01 Digital payment decisions can be automated — not just for corporates
- 02 Is there demand for automated payment decisions among consumers?
- 03 What does this mean for Strong Customer Authentication — for each payment, or for authenticated payment rules and preferences?
- 04 Will there be a new regulatory regime around Authorised Push Payment reimbursements in the EU?
This session explores how digital transformation can elevate back office operations beyond pure efficiency, transforming them into empathy‑driven systems that strengthen trust and customer relationships. Maurice will share global insights on integrating technology with human expertise to build resilient, customer‑centric banking models for the future.
CASE STUDY
6 Years of Digital Transformation Finalised - Was It Worth It?
Komerční banka transformed the bank through a six-year New Digital Bank programme. Now the journey is complete, and we can look back and ask ourselves: was the whole journey worth it?
The short answer — yes, a thousand times. The bank we are today was unimaginable in 2019 and has completely changed how the bank operates and serves its customers.
- 01Business results of the transformation speak for themselves
- 02A full-scope transformation beats the results of medium-sized projects every time
- 03Transformation is about building, not being stuck in analysis paralysis
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
The Invisible Journey: How the Best Seamless Experience is the One Customer Never Notice
Why do customers who book flights in seconds still abandon financial applications halfway through? This keynote explores the gap between what customers expect and what financial institutions deliver — and what it takes to close it.
One key takeaway: the institutions that will win in the next decade are not those with the best products, but those that make accessing them feel effortless.
- 01The gap between customer expectations and financial reality
- 02The four dimensions of a truly seamless journey
- 03Embedded finance in action: how finance meets customers where decisions are made
- 04Proactive engagement: Reaching customers before they start searching
- 05The next frontier: AI-driven, context-aware journeys that anticipate rather than react
Three years ago, we set out to rebuild our organisation around the customer journey, rather than brands and channels. We introduced agile, cross-functional teams and created new roles, which are accountable for optimising key touchpoints across personas and channels. Through regular huddles with the Field Force, Medical, and Content Strategy teams, we turned insights from the field into rapid experiments and visible improvements. In this session, I will share how we designed these roles, how the huddles work in practice, and what we learned, both culturally and structurally, along the way.
CASE STUDY
Personalisation at Scale - Customer Journeys in Retail Banking
Building a scalable and sustainable ecosystem to unlock CRM value creation and deliver an outstanding customer experience for OTP customers — by increasing contact volume, enhancing relevance through personalisation, and optimising communication channels.
Why an ecosystem mindset in CRM is essential, rather than traditional function-focused development:
- 01Ensuring consistent customer relationships across digital and physical touchpoints
- 02Positioning MobileBank and digital channels as the key — though not exclusive — customer communication platforms
- 03Creating truly personalised digital banking experiences that customers value
- 04Delivering contextual, event-driven, and behaviour-based customer journeys that meet evolving UX expectations
- 05Providing the foundation for predictive and generative AI to enable future capabilities
CASE STUDY
Breaking Barriers: Digital Transformation in Banking Product Development Across Cultures
Digital transformation is a journey filled with challenges and opportunities, especially when navigating diverse markets. In this session, we will share practical experiences and lessons learned from real-world banking product development across different geographical regions.
Attendees will gain insights into the organisational strategies and methodologies used to enhance customer engagement and streamline operations. Discover how to navigate the complexities of digital transformation and drive business growth through innovative practices — while taking into account different mindsets and cultural nuances.
- 01Introduce the updated Regulation (EC) No 726/2004 – 2025/1466 on PV Audit
- 02Present GSK’s cluster Third-Party audit strategy
- 03Practical measures to optimise audit processes, improve operational efficiency, and maintain regulatory compliance
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
Control of Payment Decisions – Role of Rules Driven Payment Automation
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?
- 01 Digital payment decisions can be automated — not just for corporates
- 02 Is there demand for automated payment decisions among consumers?
- 03 What does this mean for Strong Customer Authentication — for each payment, or for authenticated payment rules and preferences?
- 04 Will there be a new regulatory regime around Authorised Push Payment reimbursements in the EU?
This session explores how digital transformation can elevate back office operations beyond pure efficiency, transforming them into empathy‑driven systems that strengthen trust and customer relationships. Maurice will share global insights on integrating technology with human expertise to build resilient, customer‑centric banking models for the future.
CASE STUDY
6 Years of Digital Transformation Finalised - Was It Worth It?
Komerční banka transformed the bank through a six-year New Digital Bank programme. Now the journey is complete, and we can look back and ask ourselves: was the whole journey worth it?
The short answer — yes, a thousand times. The bank we are today was unimaginable in 2019 and has completely changed how the bank operates and serves its customers.
- 01Business results of the transformation speak for themselves
- 02A full-scope transformation beats the results of medium-sized projects every time
- 03Transformation is about building, not being stuck in analysis paralysis
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
The Invisible Journey: How the Best Seamless Experience is the One Customer Never Notice
Why do customers who book flights in seconds still abandon financial applications halfway through? This keynote explores the gap between what customers expect and what financial institutions deliver — and what it takes to close it.
One key takeaway: the institutions that will win in the next decade are not those with the best products, but those that make accessing them feel effortless.
- 01The gap between customer expectations and financial reality
- 02The four dimensions of a truly seamless journey
- 03Embedded finance in action: how finance meets customers where decisions are made
- 04Proactive engagement: Reaching customers before they start searching
- 05The next frontier: AI-driven, context-aware journeys that anticipate rather than react
Three years ago, we set out to rebuild our organisation around the customer journey, rather than brands and channels. We introduced agile, cross-functional teams and created new roles, which are accountable for optimising key touchpoints across personas and channels. Through regular huddles with the Field Force, Medical, and Content Strategy teams, we turned insights from the field into rapid experiments and visible improvements. In this session, I will share how we designed these roles, how the huddles work in practice, and what we learned, both culturally and structurally, along the way.
CASE STUDY
Personalisation at Scale - Customer Journeys in Retail Banking
Building a scalable and sustainable ecosystem to unlock CRM value creation and deliver an outstanding customer experience for OTP customers — by increasing contact volume, enhancing relevance through personalisation, and optimising communication channels.
Why an ecosystem mindset in CRM is essential, rather than traditional function-focused development:
- 01Ensuring consistent customer relationships across digital and physical touchpoints
- 02Positioning MobileBank and digital channels as the key — though not exclusive — customer communication platforms
- 03Creating truly personalised digital banking experiences that customers value
- 04Delivering contextual, event-driven, and behaviour-based customer journeys that meet evolving UX expectations
- 05Providing the foundation for predictive and generative AI to enable future capabilities
CASE STUDY
Breaking Barriers: Digital Transformation in Banking Product Development Across Cultures
Digital transformation is a journey filled with challenges and opportunities, especially when navigating diverse markets. In this session, we will share practical experiences and lessons learned from real-world banking product development across different geographical regions.
Attendees will gain insights into the organisational strategies and methodologies used to enhance customer engagement and streamline operations. Discover how to navigate the complexities of digital transformation and drive business growth through innovative practices — while taking into account different mindsets and cultural nuances.
- 01Introduce the updated Regulation (EC) No 726/2004 – 2025/1466 on PV Audit
- 02Present GSK’s cluster Third-Party audit strategy
- 03Practical measures to optimise audit processes, improve operational efficiency, and maintain regulatory compliance
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
Control of Payment Decisions – Role of Rules Driven Payment Automation
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?
- 01 Digital payment decisions can be automated — not just for corporates
- 02 Is there demand for automated payment decisions among consumers?
- 03 What does this mean for Strong Customer Authentication — for each payment, or for authenticated payment rules and preferences?
- 04 Will there be a new regulatory regime around Authorised Push Payment reimbursements in the EU?
This session explores how digital transformation can elevate back office operations beyond pure efficiency, transforming them into empathy‑driven systems that strengthen trust and customer relationships. Maurice will share global insights on integrating technology with human expertise to build resilient, customer‑centric banking models for the future.