Join us for an insightful keynote and Q&A by Boet Kreiken, EVP Customer Experience at KLM. KLM is, as one of the biggest companies in The Netherlands, very well known for their service and experience efforts. Boet will take us into his world: what does CX mean for KLM? What has changed due to Covid-19 and less travelling around the globe?

We will start the morning with an interactive discussion between CMO's from different industries. Join us for interesting insights on how the CMO role has changed due to Covid-19 and other topics as: understanding the changes in how consumers behave and the CMTO to the rescue: there is no stopping marketing technology

During this keynote and Q&A, Mark Liversidge, Chief Digital & Experience at the Student Hotel will take us into his world and industry with the insightful topic on building a community by digitizing Customer Experience.

Patrik is PhD Candidate & Business Anthropologist on the imporant topic Consumer Trends. Join is for some interesting insights during his keynote and Q&A and get to know more on his research done on digital retailing. Empirically the research focuses on fashion and textile retail and the usage of Augmented Reality when presenting products to potential customers. Patrik collects consumer experiences and utilises value theory from marketing and anthropology to understand how value is re-shaped as new technology such as AR is molding the customer journey and experience into unrecognisability. To the industry the contribution is an updated and modern definition of value in digital retailing as well as knowledge on what happens as AR becomes a natural part of a brand-customer interaction in everyday life.