Tuesday, 26th November 2019 • OTEAcademy

The Future of Customer Experience

In an era characterized by constant change, customers’ expectations have shifted. People demand richer, more memorable experiences each and every time they interact with brands. They demand consistency, efficiency and, above all, inspiration.

What are leading brands doing to satisfy this shift in expectations and how must organizations transform internally to deliver best in class experiences?


The Conference

CX Summit 2019, featuring both local and international speakers, will share working best practices, case studies and goal-oriented approaches to innovation. It will unpack the value of nurturing experience-first internal cultures and explore emerging consumer trends; from the need for sustainability in digital to the complexities and importance of data ethics.

25/11/2019 • 17:00-19:00 • @OTEAcademy

The Pre-Conference Executive Workshop

“Connected By Design“

How businesses can better serve consumers by creating connected products, services, and brands

Powered by R/GA London, designed for up to 25 senior executives and delivered by industry experts Stalyn Almanzar, Joe Hearty, Natalia Kritsali, and Pascal Meline, the “Connected By Design” workshop* will consider how organizations can successfully deliver unique ecosystems of products and services that drive business goals and serve the needs of their customers.

Key Takeaways:

Consumer insights and trends that shape the demands from brands
Overview of an integrated framework designed for connected products, services and brand
Actionable tools that have been developed for Global Clients and can be applied to your organization

* Every participating company qualifies for 1 ticket & the workshop is designed for senior executives.

Meet the


Steve ‘Buzz’ Pearce

Executive Design Leader, Skyscanner

Morgane Peng

Director of User Experience and Design, Societe Generale

Joe Hearty

Experience Design Director, R/GA

Hollie Lubbock

Freelance UX Director

Pascal Méline

Business Director, R/GA

Sarah Gold

CEO and founder, Projects by IF

Froso Ellina

Design Manager, Pivotal Labs, London

Stalyn Almanzar

Associate Director, Business Transformation, R/GA

Natalia Kritsali

MC, CX Summit 2019 & Experience Designer, R/GA

Key Issues

Τhe Future of Experiences
Leading brands and agencies share case studies and frameworks in designing experiences that drive customer satisfaction and growth.

Shaping the Greek market
A conversation with north start Greek brands and design teams.

Ethics, Data & Sustainability in Design
An exploration of emerging topics in product and service design.

The Audience

This conference is for everyone that is involved with product and experience.

From Experience Designers, Product Designers, Product Managers to Marketers and Brand Owners. In addition, executives and managers overlooking the digital and product teams as well as digital transformation departments, can gain meaningful insights from leading brands and agencies.


Grand Sponsors

ATCOM was founded in 2000 and is a Digital Business leader in Greece, with extensive experience and ample expertise in providing consulting services and implementing comprehensive web projects. With over 120 full-time employees, ATCOM has developed more than 3,000 digital applications for the largest Greek and multinational enterprises, making use of Netvolution, the globally acknowledged Web and Mobile content management software developed by the company. With a strategic approach towards the needs of each company, ATCOM integrates technology and creativity to help its clients optimise the final consumer experience offered, through every available sales channel, both online and offline.

Hellas Direct is a digital-first, full-stack insurance company, empowered by cutting-edge technology and artificial intelligence. The company is backed by a roster of leading investors, including Portag3, IFC (a member of the World Bank), Endeavor Catalyst, former Goldman Sachs economist Lord O’Neill and private equity veteran Jon Moulton. Modelling itself on Amazon, Hellas Direct aims to disrupt the insurance value chain by adopting an extreme focus on operational excellence. Hellas Direct was recently listed as one of the 1000 Europe’s Fastest Growing Companies by the Financial Times.


EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over.

EY has been operating in Greece since 1926.  EY Greece has offices in Athens and Thessaloniki, is part of EMEIA (Europe, Middle East, India, Africa) and one of the 31 countries that comprise the CESA (Central, Eastern and Southeastern Europe & Central Asia) region; the largest and most culturally diverse region of EY.


3M is a global company that applies science to develop products and solutions that make life easier, better and more complete for people all around the world. The 3M Science exists in more than 55.000 products that the company provides in 12 areas of expertise: Health Care, Manufacturing, Automotive, Safety, Electronics, Energy, Commercial Solutions, Transportation, Communication, Design & Construction, Consumer and Mining, Oil & Gas.

Founded in 1902, 3M today is a part of the 30 companies of the Dow Jones Industrial Average Stock Index. With headquarters in St. Paul, Minnesota, USA, 3M operates globally through 70 subsidiaries to reach over 200 countries. 3M employs approximately 91,000 people, who uncover new connections between seemingly unrelated markets and more than 46 diverse technology platforms.

At 3M, sustaining our planet, and the business, means protecting natural resources and empowering individuals and communities throughout the world to encourage progress. It means balancing economic, environmental and social factors while addressing global challenges.

3M Hellas, present in Greece from 1970, distributes 3M products in Greece & Cyprus.

Venue Sponsor

Η OTEAcademy, μέλος του Ομίλου ΟΤΕ, είναι o μεγαλύτερος professional training οργανισμός στην Ελλάδα, παρέχοντας πρωτοποριακές εκπαιδευτικές υπηρεσίες που συμβάλλουν στην επαγγελματική και προσωπική ανάπτυξη του εκπαιδευόμενου. Με κύρια δραστηριότητα το business training, σχεδιάζει και υλοποιεί υψηλού επιπέδου εκπαιδεύσεις προσωπικής ανάπτυξης και τεχνολογιών πληροφορικής και επικοινωνιών (ICT), καλύπτοντας ευρεία θεματολογία και συμβάλλοντας στην εξέλιξη στελεχών και επιχειρήσεων. Στις σύγχρονες εγκαταστάσεις της OTEAcademy παρέχονται υπηρεσίες φιλοξενίας με ευελιξία και λειτουργικότητα, μετουσιώνοντας στην πράξη την εμπειρία της στο customer experience.

Conference Experience Sponsor

Conferience is an interactive web-app facilitating direct interactive possibilities among speakers and audiences for events such as: lectures, presentations, conferences, polling, training courses, seminars, focus groups, research & (executive) meetings.

Organized by

Contact Us

Vassilis Koutsavlis, T: +30 210 6617777 (ext. 129), Ε: [email protected]
Iliana Kerpou, T: +30210 6617777  (ext.193 ), Ε: [email protected]
Chryssa Demi, Τ: +30 210 6617777 (ext. 171), Ε: [email protected]