Customer Experience Summit

to
1212 people attended
Customer Experience covers every interaction people have with a product and the relationship they build with a brand. A great customer experience is built by constructing your brand, communications, product, and processes from the perspective of the end-user, not as a function of internal needs.

Today, it’s more important than ever for startups to think about the CX they are delivering from day one because:

👥CUSTOMERS have the power: an enthusiastic recommendation of the product is the most convincing sales argument that exists, and today that information is available to everyone pretty much instantly. Plus, the cost of switching is super low, meaning customer loyalty is more valuable (and more difficult to earn) than ever.

✨EXPERIENCE is the greatest differentiating factor that a startup can build: they are nimble and can be incredibly focused on delivering an amazing experience in ways that big incumbents can’t. Customers’ feelings before and after the purchasing decision now matter even more than the transaction itself.



Obsessing over the customer experience can be the difference between hunting for growth via paid acquisition (which ends up flattening your cohorts), and having a majority of acquisition coming from organic channels and negative churn.

Why? Because having a great Customer Experience creates a virtuous cycle! Gone are the days of seeing growth as a funnel made up lead generation, sales, customer success and support. Today's paradigm is more like an upward spiral, where the customer is the core driving force.

Having a CX mindset is about considering every interaction as part of a journey -- from the moment a prospective customer first hears about your company until they go on to refer you to someone else.


This event will offer insightful discussions about Customer Experience as a discipline and a mindset, then moving on to showcase best-in-class operational leaders who will share the behind the scenes of how they created delightful experiences at specific steps in their customer’s journey, before ending in a big networking session that will allow you to discover great tools and meet other attendees.

All of this in 3 hours, from the comfort of your home 🛋



PROGRAM ⏱️

3:45pm ⛩ Virtual Doors Open
Find a comfortable seat and a good connection!


4-4:30pm 🙌  Build a fanbase, not a userbase 
By Oussama Ammar, Co-founder at The Family

Oussama will explain the importance of having a deep understanding of your customers’ pain points and preferences, and the difference in value between 100 loyal super fans and 100,000 active users.


4:30-5:30pm 🔭Customer Experience in the 2020s 
With Rick Nucci, CEO & Co-founder at Guru
Arun Mani, President Europe at Freshworks
Julia Barry, Startup Hub Leader at AWS
Panel moderated by Alice Zagury, CEO & Co-Founder at The Family

With this panel discussion, we’ll take a birds-eye view of the current Customer Experience trends, and analyze the impact of the current context to try and sketch an outline of what it will become in the coming decade.

 
5:30-6:30pm 🔎 Pick-your-own CX adventure fireside chats
Interactive discussions that put one company’s efforts on one aspect of their Customer Experience under a microscope.

- Cultivating Your Company's CX Culture
with Ali Rayl, VP of Customer Experience at Slack, and Alice Zagury, CEO at The Family
- Human-focused Marketing with Jeremy Goillot, Head of Growth at Spendesk and Ivan Kirigin, ex-marketer and Investor at tango.vc
- Sales and Marketing Alignment
with Gaëtan Gachet, CSO at Algolia and Guillaume Cabane, Growth Advisor at multiple SaaS companies
- Be Generously Bold with Your Prospects!
with Cyril Seghers, CEO of Skilleos and Julia Barry, Startup Hub Leader at AWS
- Scaling Customer Care with Roman Melzer, Head of Customer Care at Zooplus and Arun Mani, President Europe at Freshworks


6:30-7:30pm 💖 Networking & AMA Booths
Visit booths where leading Customer Experience solutions will be presented, or join our giant ChatRoulette to meet other participants and share insights!



SPEAKER BIOS 🌈

Arun Mani , President, Continental Europe, Freshworks  
Arun Mani leads Freshworks' expansion across Europe. He is an expert in building and scaling teams from scratch with experience   spanning engineering, product, operations, sales and support. He believes in earning customers-for-life through exceeding expectations, and providing ‘moments of wow’. Arun strives to be constantly learning through new personal projects, including founding “NIA - A ray of hope”, a non-profit organization to promote women’s education in developing countries, and managing the toughest customer in his career: his 5 year old daughter.

Ali Rayl , VP of Customer Experience at Slack
Ali Rayl is responsible for making the working lives of Slack’s millions of users simpler and more productive. She has cultivated a culture of customer “love” since the company’s beginnings, when it was called Tiny Speck. As Slack experienced rapid growth, Ali realized it was too big for one person to know everything, so she created a policy of specialization and ownership for Slack's customer service representatives, and encouraged her team to start conversations with customers and facilitate seamless transactions. No matter how their issue is solved, Slack wants all customers to feel valued and heard.

Rick Nucci , CEO & Co-founder at Guru
Rick brings twenty years of experience in creating category-leading software solutions and companies, and frequently speaks at industry events about startups, SaaS and cloud computing. Today, he leads Guru, a knowledge management solution that allows for better coordination between teams, and therefore a better, more coherent Customer Experience. CX is also an internal obsession at Guru: stories of team members going the extra mile for their client are showcased at team meetings & some designers are dedicated to products for sales reps or customer service agents.

Gaëtan Gachet , Chief Strategy Officer at Algolia
Gaetan was Algolia's first non-engineering employee. He scaled the Business Development and Sales teams from 0 to 10s of M$ in ARR, and now oversees the overall strategy of the company. Algolia is a technical product made for developers but often sold to non-technical people, so Gaëtan has had to align Marketing and Customer Success efforts with the insights gained by Sales reps to create the best Customer Experience possible - and this has gotten exponentially difficult as the product becomes more complex to cover a wider range of use-cases.

Guillaume Cabane , Growth Advisor
After leading growth teams at high growth startups like Segment and Drift, Guillaume is now a growth advisor at B2B SaaS Startups including G2, Gorgias, Metadata and Madkudu and others. "G", as he's called in the US, is a Growth Marketing expert with a strong ROI focus with a special taste for B2B SaaS projects - particularly those requiring efficient tracking to deliver a strong ROI and thrive when in charge of a mixed marketing and engineering team.

Jeremy Goillot , Head of Growth at Spendesk
Jeremy is a marketer with sales skills who can code: the complete profile for a Growth leader in the 2020s. He was the fourth employee at Spendesk and helped them ramp up their Marketing and Sales effort through customization at scale, smart product marketing schemes and referral.

Ivan Kirigin , Investor at tango.vc
Ivan started his career as an engineer (at Dropbox and Facebook), before moving to Growth when Lyft acquired his startup (YesGraph) where he built the referral recommendations within the Growth team a team automating all of acquisition, using machine learning to efficiently deploy hundreds of millions of dollars. Today he's turned into and investor and content writer about all things Growth at tango.vc

Julia Barry , Startup Business Development Manager at AWS France 
Amazon Web Services (AWS) is a subsidiary of Amazon that provides on-demand cloud computing services. Amazon’s mission is to be Earth’s most customer-centric company. In her capacity as Startup Business Development Manager at AWS, Julia works on partnering with the most influential incubators, accelerators and startup organizations in France. Julia is instrumental in helping French startups scale through business mentoring, granting access to growth programs and connecting founders to internal resources at Amazon or within her network. Previously, Julia was an innovation lead at Amadeus where she made it her mission to help startups grow through strategic partnerships in the travel vertical. In her spare time, Julia’s an avid skier, British boxer and horse-riding junkie since age 4.

Roman Melzer , Head of Customer Care at Zooplus
Since Q3 2017, Roman has been responsible for the customer care area for all zooplus stores. His absolute strength is to help customer care organizations adapt to new market conditions, goals and needs.
For more than 20 years, Roman has known how to bring people, processes and systems together in the best possible way. Always with the goal of embedding a mindset for excellent service. Enabling people and the random acts of kindness movement are his personal drivers. An absolute animal lover, he loves to spend time in the riding stable with his 9-year-old daughter.

Cyril Seghers , CEO at Skilleos
The eLearning industry lacks a top-of-mind brand: that is exactly what Cyril is building with Skilleos. He'll be interviewed by Julia Barry of Amazon Web Services about making all their courses free during the lockdown - and the positive impact it's had on their business.

Oussama Ammar , Co-Founder at The Family
Leaning on his entrepreneurial and investor experience, Oussama has supported The Family’s portfolio companies as they have raised €750M+ and grown to a cumulative valuation of €4B+ in the past seven years, including successes like Algolia, Qonto, Payfit and CaptainTrain. His ability to grasp a broad range of subjects, from science to philosophy, and his uncompromising, no-BS vision of entrepreneurship have made him a sought-after speaker.





PROUDLY SPONSORED BY
💖

AWS
Even beyond their incredible cloud solution, they are long-term advocates for startups and we are thrilled to be working on initiatives to support the community with them.

Freshworks
Freshworks is a leading maker of cloud-based customer and employee engagement software based in San Mateo, California. They have 12 products in the customer and employee engagement suite ranging from Marketing Automation, Sales CRM, Support, LiveChat, to HRMS.  Freshworks for Startups is their dedicated program which enables early-stage startups to scale up by giving them access to the right tools, resources and community. 

Proudly Supported By

Schedule

· Stage
Introduction
Alice Zagury
· Stage
Build a fanbase, not a userbase
Oussama Ammar
· Stage
PANEL: Customer Experience in the 2020s
Alice Zagury Arun Mani Julia Barry Rick Nucci
· Sessions
Pick-your-own Fireside Chats
· Networking
Networking
· Expo
Booths

Speakers

CYRIL SEGHERS
CYRIL SEGHERS

CEO @ Skilleos

Roman Melzer
Roman Melzer

Head of Customer Care @ Zooplus

Ali Rayl
Ali Rayl

VP Customer Experience @ Slack

Ivan Kirigin
Ivan Kirigin

Investor @ tango.vc

Jérémy Goillot
Jérémy Goillot

Head of Growth @ Spendesk

Gaëtan GACHET
Gaëtan GACHET

Chief Strategy Officer @ Algolia

Guillaume Cabane
Guillaume Cabane

Growth Advisor

Rick Nucci
Rick Nucci

CEO @ Guru

Julia Barry
Julia Barry

Business Development Manager for Startups @ AWS

Arun Mani
Arun Mani

President @ Freshworks Europe

Oussama Ammar
Oussama Ammar

Co-Founder @ The Family

Alice Zagury
Alice Zagury

CEO @ The Family

The event is over

Hosted by

The Family

Anyone can become an entrepreneur!

Booths

Weglot

Weglot

Localization is the ultimate form of personalization.

Chargebee

Chargebee

The subscription billing launchpad your startup needs to take off, grow, and scale.

Mayday

Mayday

The intelligent knowledge base that boosts customer care

Freshworks

Freshworks

How to deliver wow moments and create customers-for-life

Prospectin

Prospectin

Automation. Safer. Smarter.

Amazon Web Services

Amazon Web Services

Ask all your questions to the AWS Startup experts

The Family

The Family

Anyone can become an entrepreneur