Focus Day - Unlocking Your Employees Full Potential and Recognising the Connection Between Employee Experience and Customer Experience

12:30 PM - 1:00 PM Registration

Using the latest research on neuroscience and mindfulness to enhance employees experience and well being:
  • Better mastery of own emotions
  • Training concentration and cognitive capacities
  • Improve the quality of relationships
How to unlock the full potential of your employees through values based leadership?
Organizations don’t transform, leaders do: the impact of mindful leadership on employees experience


Veronica Brejan

Executive Coach and Co-Founder(former CPO Europe Pizza Hut, Global Head of Talent Vodafone, KPMG People & Change Consultant)
Fly Through Life

Arnaud Complainville

Research & Strategy Director and Co-Founder
Fly Through Life

2:30 PM - 3:00 PM Afternoon Coffee and Networking

3:00 PM - 3:40 PM CASE STUDY: Bridging the gap between employee engagement and customer experience

Sarah Strom, Head of Customer Experience, PostNord
  • How to understand what will motivate and engage employees?
  • Implementing tangible changes to improve customer service
  • Proving the link between employee engagement and customer experience


Sarah Strom

Head of Customer Experience
PostNord

3:40 PM - 4:20 PM Using Analytics to enhance Customer Experience and People Experience

Anu Hettonnen, VP, People & Culture, Customer Experience, Head of Leadership Development, Finnair
Using analytics and data to drive CX and PX with cabin crew
  • Approach and concept towards data-driven performance management and continuous learning and development

Anu Hettonnen

VP, People & Culture, Customer Experience, Head of Leadership Development
Finnair