Driving change through the Net Promoter System

Andreas Risberg
VP Global Customer Experience, Oriflame Cosmetics

Back from the Abyss

Jon Hendry-Pickup and Andrew Archibald
Travelodge Hotels

Using NPS to Achieve Customer Excellence Worldwide

Caroline Cavin-Raoul and Violina Mitru
Arval

PINS – Leading the Evolution of Loyalty Programs in the Digital Age

Gabi Kool
CEO / Co-Owner Coalition Rewards

15 Years of Tracking Net Promoter: What Have We Learned?

Brendan Rocks
Data Scientist, NICE Satmetrix, Inc.

Act Natural – The Power of Personality

Jill Dean
CEO and co-founder of Brand Biology

Driving the Cultural Agenda at Airbnb

Aisling Hassell
Airbnb Dublin

Using NPS to Delight 200 Million Customers in India – in 18 Months!

Paul Scott
Senior Director, Contact Centre Consulting

NPS2: The Next Generation Net Promoter Methodology

Richard Owen
CEO of NICE Satmetrix

Deploying Customer Experience in a Pharmaceutical Company

Jean-Christophe Barland
SVP Europe & GM France, Bristol-Myers Squibb

Business Linkage Analysis

Paul Orovan
Senior Director, Enterprise Success, NICE Satmetrix

Couples Therapy (How to Avoid Divorce – from your Customers of Course)

Maurice FitzGerald
Vice President of Customer Experience, HP Software

The Asian Equation: Client Loyalty and Organizational Change

Allie Davidge and Vickey Adeney
Experian

Designing Your Service from the Customer’s Point of View

Louise Niemann
Sales and Business Development Director, The City Bin Co.

Living the Brand

Richard Beevers
Managing Director, Customer Plus

Customer-Centric Mastery: The Top Three Habits of Business Performance Leaders

Bob Thompson
Founder and CEO of CustomerThink Corporation

The Future of Customer Experience

Aimee Lucas
Customer Experience Transformist & Vice President, Temkin Group

NPS2, the Next Generation NPS Methodology

Deb Eastman
CCO of NICE Satmetrix