#S1E11: Stefan Kolle: To be able to deliver great experience at the touchpoint, the whole organization needs to have that customer centric outlook.

#S1E10: Dr Nadzeya Kalbaska: The best Customer Experience for me is when you do not have high expectations and the company is over-exceeding them.

#S1E9: Milton Pedraza: We need to inspire people - our associates, educate them, touch them emotionally, so that they can touch the customer emotionally.

#S1E8: Dr Jason Sit: Customer Experience is about emotions, behaviour, that can take time to pay back.

#S1E7: Colin Shaw: We look at the experience from four perspectives: rational, emotional, subconcious and psychological to understand what's customer motivation.

#S1E6: Prof. Felicitas Morhart: Customer experience is the biggest asset of brand's value.

#S1E5: Arthur Hery: Investing in Customer Experience is going to create that extra difference which could enable a brand to succesfully strive in multiple enviroment.

#S1E4: Kathy van de Laar: It is important that CX provides the proof of who the company is.

#S1E3: Prof. Dimitrios Buhalis: Customer Experience is about understanding your client intimately and provide what they need before they know it.

#S1E2: Adrian Swinscoe: In 5 years time we will be excited by the possibilities but frustrated at the progress we have made.

#S1E1: Prof. Barbara Neuhofer: the only way to go extramile is to provide meaningfull, personalised customer experiences.

Dr Alessandro Inversini - Introduction to the ICEM