When: Thursday, October 7
Where: W Barcelona | Plaça Rosa del Vents, 1, Final Passeig de Joan de Borbó, Barcelona 08039 Spain
3:00- 3:30 PM – Clarabridge Welcome
3:30- 4:00 PM – A Search Engine For Customer Feedback, Nick MacFarlane, Vice President Customer Engagement, Sky
4:00- 4:30 PM – Mastering the Social Influencer Game with Radisson Hotels, Sophie Clarke, Director Social Media & Consumer PR, EMEA, Radisson Hotel Group
4:30-5:00 PM – Customer Presentation, Carmen Wrona, Head of Digital Services and Knowledge Management Europe, Electrolux
5:00 -5:30 PM – Clarabridge Deep-Dive, Fabrice Martine, Chief Product Officer, Clarabridge
5:00 -7:00 PM – Networking Reception, Extreme Wow Cabana, W Hotel Barcelona
Vice President Customer Engagement, Sky
Nick MacFarlane started his career as a Customer Service advisor and now have over 15 years’ experience in CX focused roles. With his customer service background, it is no surprise that he is passionate about the “voice of the customer” being heard at the right level, while using the contact centres as an aid and ensuring appropriate action is taken from the insights gathered. At Sky he looks after both Customer Service and Customer Experience together encompassing the overall data and insight strategy.
Director Social Media & Consumer PR, EMEA, Radisson Hotel Group
Sophie is the Head of Social Media for Radisson Hotel Group with now added responsibility as Director Consumer PR, EMEA working closely with PR teams across the regions and central Corporate Communications team.
Head of Digital Services and Knowledge Management Europe, Electrolux
I have started my career in marketing and have over 10 years of experience in consumer experience and self-service management. I am a strong supporter of decision-making based on data, with the voice of the consumer being the core for driving actions. Having implemented a self-service strategy for a very complex organization and looking at the great insights we can get from that alone, I think working with consumer feedback is crucial to delivering a great consumer experience. At Electrolux, I manage all digital support services from a central perspective, working closely with the local markets.
Chief Product Officer, Clarabridge
Fabrice Martin is the Chief Product Officer at Clarabridge. Fabrice brings over 20 years of experience in entrepreneurship, product management, marketing, and enterprise software sales, with specific domain expertise in SaaS/PaaS, data visualization/discovery, business intelligence, and analytics for marketing and contact center operations. Fabrice holds a Computer Engineering degree from ITESM CEM in Mexico and an MBA from Georgetown University.