B2B Online Europe 2019

06 - 07 November, 2019

Hesperia Tower Hotel & Convention Centre, Barcelona

44(0)20 73689894

Conference Day One – 6 November

7:30 am - 8:35 am Registration & Welcome Coffee

8:35 am - 8:40 am Opening Remarks

8:40 am - 8:50 am Chairperson’s Opening Address

Carlos Abler, Former Global Head, eTransformation at 3M

Carlos Abler

Former Global Head, eTransformation
3M

Customer First Digital Transformation

8:50 am - 9:10 am OPENING KEYNOTE: Digital transformation for competitive advantage: How Microsoft changed the game to create an empowered workforce and increase customer engagement on a global scale

  • Understanding ‘the why’ – What were the main drivers behind Microsoft’s digital transformation?
  • More than just technology – Exploring how digital transformation goes beyond software and tools to create a new culture of empowered, intelligence-driven employees
  • Discussing the role of continued learning in enhancing the success of a long-term transformation project
  • Practicing what you preach – How Microsoft’s successes, failures and lessons learned benefitted their customer base
Nicola Hodson, VP Transformation, Global Sales & Marketing at Microsoft

Nicola Hodson

VP Transformation, Global Sales & Marketing
Microsoft

9:10 am - 9:50 am ALL-STAR PANEL: Personalisation at scale: How can you use AI and ML to increase campaign relevancy and deliver enhanced personalisation across multiple channels?

  • How to explore opportunities within the customer journey and identify new touchpoints across multiple channels to tailor content and take your customer experience to the next level
  • How AI can help to identify patterns that will help to identify opportunities for automated personalisation
  • How to create an effective 1:1 personalisation roadmap that helps engage customer directly
  • How to benefit from thinking of your entire funnel as a personal conversation from early on in order to increase your responses
  • The importance of tracking every action that your customer does along the sales funnel in order to help you to better understand how you should personalise their experience next time 
  • How to build different personalisation scenarios in order to better personalise content and ensure relevance
Devashish Saxena, Chief Digital Officer at PPG

Devashish Saxena

Chief Digital Officer
PPG

Paul Poels, Global Head, Digital Marketing Optimisation & Analytics at Phillips

Paul Poels

Global Head, Digital Marketing Optimisation & Analytics
Phillips

Mirella Vitale, SVP Marketing, Communication & Public Affairs SVP Marketing at Rockwool

Mirella Vitale

SVP Marketing, Communication & Public Affairs SVP Marketing
Rockwool

9:50 am - 10:10 am INSPIRATIONAL KEYNOTE: How to transform into a customer focused enterprise and empower your workforce to deliver enhanced customer experience on a global scale

  • How ABB transformed the silos mentality globally in order to get a deeper integration across departments and reinvent their customer engagement across multiple channels and thrive in a competitive digital environment
  • The importance of investing and upskilling the workforce, using advanced training methods and providing on-going training to maintain engagement in the role
  • How placing people at the heart of their strategy and providing new collaboration and communication methods between different departments improved customer experience across multiple touch points
Monique Elliott, Global Head, Customer Experience, Electrification Division at ABB

Monique Elliott

Global Head, Customer Experience, Electrification Division
ABB

10:10 am - 10:30 am OUT OF INDUSTRY GUEST KEYNOTE: How F1 leveraged the latest technologies and techniques to rapidly scale data-informed decision making and transform internal processes, identify new opportunities and deliver long term results

  • How F1 harnessed AI to create a next-level customer experience across all channels in order to make data informed decisions
  • How to understand buying behaviour and get closer to your customers in the complex B2B buying landscape to improve customer experience across all touch points
  • How to harness AI and ML to collect customer data which allows you to create a precise buyer personas to improve customer engagement
  • How AI can help to deliver a consistent brand experience that will improve customer loyalty
Max Metral, Senior Analytics Director at Formula 1

Max Metral

Senior Analytics Director
Formula 1

10:30 am - 11:10 am Morning Networking Break

  • How to analyse customer touch points to identify areas for improvement and encourage internal collaboration to elevate customer experience across all channels
  • How to use the latest advances in technology  to analyse your customer data and provide meaningful engagement that increases conversions
  • How to adapt digital experiences and technology to deliver digital excellence both online and offline
  • How to redefine customer experience by leveraging next-generation technologies across multiple channels in the enterprise and global landscapes
  • The importance of making data driven, informed decisions and taking action in real time based on data not instincts
  • How to develop an agile ‘start-up’ culture across digital team and implement methodologies to react quickly to business need
Devashish Saxena, Chief Digital Officer at PPG

Devashish Saxena

Chief Digital Officer
PPG

Carlos Abler, Former Global Head, eTransformation at 3M

Carlos Abler

Former Global Head, eTransformation
3M

Hubertus Devroye, Global Director, Marketing & Demand Generation at DOW

Hubertus Devroye

Global Director, Marketing & Demand Generation
DOW

Franck Chenet, Group Digital Transformation & Marketing Services Director at Antalis

Franck Chenet

Group Digital Transformation & Marketing Services Director
Antalis

Aurélie Riverieulx, EMEA eCommerce & Digital Marketing Manager at Parker Hannifin Corporation

Aurélie Riverieulx

EMEA eCommerce & Digital Marketing Manager
Parker Hannifin Corporation

Ravi Krishnamoorthi, Managing Director at Fujitsu Global

Ravi Krishnamoorthi

Managing Director
Fujitsu Global

11:50 am - 12:10 pm KEYNOTE: The untapped value of the Voice of the Customer: How Borealis built a user-centric customer experience solution

·          The future of B2B is digital, and it starts with placing your customers at the center of your business
·          Borealis, a leading provider of innovative solutions in the fields of polyolefins, base chemicals and fertilizers,is transforming their business by delivering personalized, connected, self-service experiences for their B2B customers with Salesforce
·          Learn how MyBorealis, Borealis’ B2B customer experience portal, is enabling the business to connect with their customers in a whole new way, from user-centric design and customer onboarding, to the automation of tasks such as reordering, account management, order tracking and editing.
·          Join us to find out how you can open new channels to drive engagement and revenue for your business while reducing your cost to serve with B2B Commerce
Andrew Witherspoon, VP, B2B Industry Strategy at Salesforce

Andrew Witherspoon

VP, B2B Industry Strategy
Salesforce

Giovanni Benedetti, Digital Product Owner at Borealis

Giovanni Benedetti

Digital Product Owner
Borealis

Maximising Marketplaces

12:10 pm - 12:30 pm KEYNOTE: How to capitalise on marketplaces to scale and grow your global eCommerce business to maximise market share and profit

Joachim Leistner Weisgerber, Global Head, Spare Parts Rolling Stock at Siemens

Joachim Leistner Weisgerber

Global Head, Spare Parts Rolling Stock
Siemens

12:30 pm - 12:50 pm KEYNOTE: How PunchOut and effective eProcurement integration can drive business growth

Brady Behrman, Chief Executive Officer at PunchOut2Go

Brady Behrman

Chief Executive Officer
PunchOut2Go

12:50 pm - 2:20 pm Networking Lunch


12:50 pm - 2:20 pm MASTERCLASS HOSTED BY SALESFORCE B2B COMMERCE - Best practices for driving digital transformation for your business

Attend an exclusive Masterclass Lunch hosted by Salesforce, featuring Giovanni Benedetti, Digital Product Owner, Borealis, in an interactive session around key trends transforming manufacturing and best practices to deliver success eCommerce projects that drive adoption, growth and revenue for your business.
Giovanni Benedetti, Digital Product Owner at Borealis

Giovanni Benedetti

Digital Product Owner
Borealis

Andrew Witherspoon, VP, B2B Industry Strategy at Salesforce

Andrew Witherspoon

VP, B2B Industry Strategy
Salesforce

12:50 pm - 2:20 pm MASTERCLASS HOSTED BY PUNCHOUT2GO - How to sell through eProcurement to make purchasing for your customers easier and increase online sales revenue

·         The fastest growing B2B sales channel is eProcurement, up 37% year-over-year, surpassing the direct B2B commerce channel.
·         Is your company equipped to integrate with your customers' eProcurement systems in order to do business with them?
·         This session will provide real-world examples of how manufacturers and distributors can make it easy and seamless for customers utilizing procurement systems such  as SAP Ariba, Coupa, Jaggaer, Oracle and others to purchase from their organization and in return increase online business revenue, order accuracy and customer retention.
Brady Behrman, Chief Executive Officer at PunchOut2Go

Brady Behrman

Chief Executive Officer
PunchOut2Go

Paulina Jamsa, Global Senior Online Marketing Manager, Siemens

Digital Marketing Stream - Data-Driven Personlisation

2:20 pm - 2:50 pm FIRESIDE CHAT: How can you use AI personalisation for customised product recommendations that increase order size, revenue and customer loyalty?
  • How to build customer confidence to gain your customer’s generosity in personal data to create hyper-individual customer experiences
  • How AI can contribute to the shift to hyper-relevance and help you to achieve new levels of insight
Jan Weernink, Global Business Director at DOW Chemical

Jan Weernink

Global Business Director
DOW Chemical

François Goujon, Marketing Director eCommerce at Conrad

François Goujon

Marketing Director eCommerce
Conrad

Digital Marketing Stream - Data-Driven Personlisation

2:50 pm - 3:20 pm FIRESIDE CHAT: How to implement a sustainable strategy framework for key account demand generation
  • How to ensure a confident and effective communication with your key accounts
  • How to build an successful measurement framework and KPIs that show the effectiveness of your personalised marketing strategies
Perng Chian Chew, Global Key Account Director at Smith & Nephew

Perng Chian Chew

Global Key Account Director
Smith & Nephew

Mark Sutherland, Ecommerce Director EMEA at Ricoh Europe

Mark Sutherland

Ecommerce Director EMEA
Ricoh Europe

Richard Waight, Global Head, Multi-Channel, eCommerce at Bio-Rad

Richard Waight

Global Head, Multi-Channel, eCommerce
Bio-Rad

Justin Racine, Director of Marketing & eCommerce, Geriatric Medical

eCommerce Stream - Next Gen eCommerce

2:20 pm - 3:00 pm CASE STUDY REVOLUTION: How to advance your online and offline data collection to create a 360 customer view and achieve digital-first engagement
  • How to understand the multitude of customer personas and their individual business needs both offline and online 
  • How to create an effective personalisation roadmap that engages with their customer directly
  • How understanding customer context can radically shift digital design journeys and patterns for your B2B customers
  • The importance of tracking every interaction along the sales funnel in order to help you to better understand how you should personalise customer experiences
  • How to use a mix of technology and commercial strategies to radically shift customers buying patterns and behaviour to a digital-first engagement
Mirella Vitale, SVP Marketing, Communication & Public Affairs SVP Marketing at Rockwool

Mirella Vitale

SVP Marketing, Communication & Public Affairs SVP Marketing
Rockwool

eCommerce Stream - Next Gen eCommerce

3:00 pm - 3:20 pm CASE STUDY: How can you create meaningful website experiences that effectively engage your customers, drive sales and optimise aftercare?
  • Understanding the challenges when simplifying your eCommerce website globally to become more interactive, personal, relevant and easy to order for your customers
  • How to optimise and unify your eCommerce platform and website to deliver a personalised experience across multiple channels
  • How to create web experiences that drive better engagement in multiple countries in many different languages and currencies globally
Jason Cort, Director, Product Planning & Marketing at Sharp Europe

Jason Cort

Director, Product Planning & Marketing
Sharp Europe

Kelly Whalley,  Global Head of Digital, Kingspan

Customer Experience Stream - Content Creativity

2:20 pm - 3:00 pm PANEL DISCUSSION: How can you advance your content strategy and build campaigns that create sustainable relationships with your customers at scale?
  • How AI can deliver next-level customer experience across all channels to provide meaningful engagement and increase conversions
  • Understanding customer intent and get closer to your customers to understand their goals at every stage of the buying process to improve your customer experience across all touch points
  • How to build hyper-individualistic campaigns

Max Metral, Senior Analytics Director at Formula 1

Max Metral

Senior Analytics Director
Formula 1

Hubertus Devroye, Global Director, Marketing & Demand Generation at DOW

Hubertus Devroye

Global Director, Marketing & Demand Generation
DOW

Jonathan Holman, Global Head, Digital Transformation at Santander

Jonathan Holman

Global Head, Digital Transformation
Santander

Customer Experience Stream - Content Creativity

3:00 pm - 3:20 pm CASE STUDY: How to establish the right mindset and CX framework to move beyond a traditional operational approach to create differentiated customer experiences that ensure business impact
  • How to go beyond product-centric to customer-centric  and think in terms of a single platform where everything lives together
  • How to build a mature unified CX model  that optimises your digital channels to stay ahead of the competition
  • Leveraging consumer insights from big data to craft customised experiences
  • How to  capture, analyse and apply customer data to transform your business into a customer-centric company
Jean-Louis Keraudren, Global Corporate Head of Customer Experience at Hilti

Jean-Louis Keraudren

Global Corporate Head of Customer Experience
Hilti

INTERACTIVE STREAM - Working Groups

2:20 pm - 3:20 pm WORKSHOP: Meeting customer expectations in a rapidly changing world
·         Find out why giants like Amazon and Alibaba have shifted the way companies are valued and customer expectations.
·         Four B2B marketplace models for manufacturers, distributors & wholesalers
·         Why companies like Conrad, Toyota Material Handling, & Siemens Mobility have embraced the marketplace model to accelerate eCommerce
Bruno Dias, Regional Manager, DACH at Mirakl

Bruno Dias

Regional Manager, DACH
Mirakl

3:20 pm - 3:50 pm Afternoon Networking break

Paulina Jamsa, Global Senior Online Marketing Manager, Siemens

DIGITAL MARKETING STREAM: Applying Advanced Data Analytics

3:50 pm - 4:10 pm CASE STUDY INTERACTIVE: How to integrate data from multiple sources to gain the next level of insights on your customers and better target them
  • How to leverage data, innovation and technology to make your creative campaigns even more meaningful and relevant to your customers
  • What is the right marketing mix to engage customers in today's attention-deficit landscape 
  • Using data from multiple sources to explore the value of genuine experiences, for both your customers and your brand

Lucien Timmermans, Global Director eCRM at Signify

Lucien Timmermans

Global Director eCRM
Signify

DIGITAL MARKETING STREAM: Applying Advanced Data Analytics

4:10 pm - 4:30 pm CASE STUDY: Optimise the B2B checkout experience: Make or break your eCommerce strategy with the B2B checkout experience

Michelle Faul, Head of Marketing at MSTS

Michelle Faul

Head of Marketing
MSTS

DIGITAL MARKETING STREAM: Applying Advanced Data Analytics

4:30 pm - 4:50 pm OXFORD-STYLE DEBATE: Agree or disagree? - Digital twin technology is ready to be adopted by manufacturers and distributors
Fully engage with the most contentious and divisive issues currently facing your industry. Sit back and witness industry leading figures pitting themselves against each other in a battle to deliver the knockout argument. Then, continue the debate in your own small roundtable groups until you reach a majority viewpoint. Will you reconsider your position? And will you walk away with a fresh mind-set and better prepared to take on this key conundrum?
Justine Racine, Director of Marketing & eCommerce, Geriatric Medical

eCOMMERCE STREAM: Creating Omni-channel Experiences

3:50 pm - 4:10 pm CASE STUDY REVOLUTION: How to adopt a collaborative ecosystem and go beyond traditional channels to create added value for your customers
  • How external collaboration with customers and partners can yield tremendous competitive advantage and boost your bottom line
  • How to increase your value proposition and keep customers engaged with a partnership strategy based on customer insight that is designed to offer customers enhanced cx at every stage of the buying process
  • The need to be agile and respond quickly with partners in various geographies, understanding local market conditions and buyer behaviour
  • How establishing and supporting collaborative ecosystems opens up new data sets
Farrukh Shad, SVP, Retail Strategy & Global Ecommerce at Schneider Electric

Farrukh Shad

SVP, Retail Strategy & Global Ecommerce
Schneider Electric

eCOMMERCE STREAM: Creating Omni-channel Experiences

4:10 pm - 4:30 pm CASE STUDY: How to adapt a centrally developed eCommerce campaign strategy for local audiences and successfully grow your business across different regions
  • Commercial and digital drivers for ecommerce – lessons from B2C
  • How to adjust ongoing ecommerce solution and adoption strategies to regional markets
  • Customising local services while ensuring customer intimacy and achieveing a global, scalable omni channel approach
  • Stakeholder management for ecommerce in a global company with strong  local sales organisation autonomy
John Connolly, Global Head, Digital & eCommerce at Coca Cola

John Connolly

Global Head, Digital & eCommerce
Coca Cola

eCOMMERCE STREAM: Creating Omni-channel Experiences

4:30 pm - 4:50 pm CASE STUDY: How to accelerate eCommerce adoption to increase growth, retention and productivity
Gareth Wray, Global eCommerce Director at ARCO

Gareth Wray

Global eCommerce Director
ARCO

Kelly Whalley, Global Head of Digital, Kingspan

CUSTOMER EXPERIENCE STREAM: Optimising Experience

3:50 pm - 4:30 pm FIRESIDE CHAT: How can you measure and build a business case to deploy a customer experience strategy that delivers smarter and more seamless service for your customers?
  • Customising local services and maintain customer intimacy while also aiming for a global, scalable omni-channel approach
  • Stakeholder management for CX in a global company with strong  local sales organisation culture
Jean-Louis Keraudren, Global Corporate Head of Customer Experience at Hilti

Jean-Louis Keraudren

Global Corporate Head of Customer Experience
Hilti

Mark Sutherland, Ecommerce Director EMEA at Ricoh Europe

Mark Sutherland

Ecommerce Director EMEA
Ricoh Europe

CUSTOMER EXPERIENCE STREAM: Optimising Experience

4:10 pm - 4:30 pm CASE STUDY REVOLUTION: How can you migrate multiple websites onto one platform to deliver enhanced CX and optimal EDI exchange to delight customers?
  • How to meet the needs of your customer in real-time using advances in CX & EDI exchanges technology
  • How to implement a global CX platform, migrating away from old legacy systems
Age Koster, Director eBusiness Integration Europe at Office Depot

Age Koster

Director eBusiness Integration Europe
Office Depot

CUSTOMER EXPERIENCE STREAM: Optimising Experience

4:30 pm - 4:50 pm CASE STUDY: Are you digitally distraught or digitally determined? Transforming digital Transformation by refocusing on your customer experience
·         The drive to Digital Transformation is creating a ‘Digital Divide’. Which side are you on?
·         Recent research with industry leaders showed 46% are ‘digitally determined’, with a clear digital strategy around culture, change, financial goals and integrated technology
·         The other 54% are ‘digitally distraught’, they have a standstill culture, siloed islands of innovation and they work on a disconnected project-by-project basis
·         Learn how manufacturers & distributors have transformed their end-to-end sales process with AI-powered insight increasing revenue and profits
Richard Blatcher, Director, Industry Marketing & Business Intelligence at PROS

Richard Blatcher

Director, Industry Marketing & Business Intelligence
PROS

Interactive Workshop Stream

3:50 pm - 4:50 pm WORKSHOP: How to leverage and manage global marketplaces like Amazon to scale e-commerce and internationalisation - Key insights and learnings from leading consumer and manufacturing brands
Bastian Latt, Associate Partner, eccelerate & former Senior Customer Experience Strategist at Amazon

Bastian Latt

Associate Partner, eccelerate & former Senior Customer Experience Strategist
Amazon

Lennard Grewe, Co-Founder & Managing Partner at eccelerate

Lennard Grewe

Co-Founder & Managing Partner
eccelerate

Grab a beer or a glass of wine and join our highly interactive small focused group discussions - choose the topic most reflective of your current challenges and dive deep with your peers

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Table 1:  How are user buying expectations merging between B2C and B2B and what does that mean for supporting your global markets with a local voice?
Jeremy Clutton, Global Director for Sales and Channel Partners, Lingo24
 
Table 2: How using the  latest marketing automation technologies can result in a focused, successful architected campaign
Richard Waight,  Director, eCommerce, Bio-Rad 
 
Table 3: When a digital customer experience goes bad how can you turn it around using the latest conversational commerce tech
 
Table 4:What are the most effective motivation techniques for your workforce: which incentives resonate with both sales and marketing teams? Carlos Abler, Former Global Head, eTransformation, 3M NEW
Jeremy Clutton, Global Director for Sales and Channel Partners at Lingo24

Jeremy Clutton

Global Director for Sales and Channel Partners
Lingo24

Richard Waight, Global Head, Multi-Channel, eCommerce at Bio-Rad

Richard Waight

Global Head, Multi-Channel, eCommerce
Bio-Rad

Carlos Abler, Former Global Head, eTransformation at 3M

Carlos Abler

Former Global Head, eTransformation
3M


Table 1: How to add enhancements to your existing website and migrate customers without disruption
Age Koster, Director eBusiness Integration Europe, Office DepotNEW
 
Table 2: Title TBC
Speaker TBC, eClerx
 
Table 3: How to ensure your eCommerce strategy will be successful and relevant 5 years from now
 
Table 4: How to leverage innovation in payments to provide a frictionless transaction process
Chris Potts, Director, Retail Industry, Alibaba NEW
Age Koster, Director eBusiness Integration Europe at Office Depot

Age Koster

Director eBusiness Integration Europe
Office Depot

Chris Potts, Business Development Director, Retail industry at Alibaba

Chris Potts

Business Development Director, Retail industry
Alibaba


Vincent de Jong, Executive Vice President at Mindcurv

Vincent de Jong

Executive Vice President
Mindcurv

Mark Sutherland, Ecommerce Director EMEA at Ricoh Europe

Mark Sutherland

Ecommerce Director EMEA
Ricoh Europe

Kelly Whalley, Global Head of Digital at Kingspan

Kelly Whalley

Global Head of Digital
Kingspan

INTERACTIVE STREAM - Working Groups

4:50 pm - 5:50 pm WORKSHOP: Are you getting innovation wrong? How you can embed an innovation culture in your organisation, and how analysing customer touchpoints can fuel product and technology innovation to create standout in your sector
Alan Cooper, Owner at Freestyle Agency

Alan Cooper

Owner
Freestyle Agency

5:30 pm - 6:30 pm B2B Online 2019 Drinks Reception