Customer Experience EMEA Leaders’ Summit

September 24–25, 2018, Amsterdam

Apply to attend and experience how a customer-experience transformation can help your organization to grow faster than your competitors and increase its profits—all while exciting your customers. The customer-experience (CX) summit takes place on September 24–25, 2018 in the city of Amsterdam. Those individuals who are selected are invited to attend the summit free of charge.


  • C-level executives, vice presidents, directors, heads, and other leaders involved in customer-experience topics from B2C and B2B companies

What’s next?

This summit will help you to return to your organization with a vision and new ideas. You can use the opportunity to network and share experiences with other leaders.


  • Leaders from best-in-class CX companies that have already undergone customer-centric transformations
  • Broad network of CX McKinsey experts, including McKinsey Digital Labs
  • Speakers from partners’ organizations, for example, around measurement systems or design thinking

Agenda at a glance

Day 1

  • Opening reception: Networking and dinner

On Day 1, we also will conduct an invitation-based leadership training on “Leading Through Complexity.”

All sessions are presented in an interactive and engaging format with best-in-class case studies!

Day 2

  • 9:00-9:45: How to harness Customer Centric Transformations to improve topline, bottom-line and employee happiness
  • 9:45-10:15: Let’s get to know each other
  • 10:15-10:45: Break
  • 10:45-11:15: Building conviction & purpose in an end-to-end transformation
  • 11:15-12:00: B2C journey redesign: Building multichannel CX factory (with a guest speaker)
  • 12:00-13:00: Lunch
  • 13:00-13:30: B2B journey redesign: Transforming the customer experience through digital (with a guest speaker)
  • 13:30-14:45: Experiencing the journey redesign: CX factory learning lab
  • 14:45-15:15: Break
  • 15:15-16:15: Enablers of CX transformation: Personalization at scale, Journey analytics and Measurement system (with a guest speaker)
  • 16:15-17:15: How to lead customer experience transformation in the era of disruptions: panel + roundtable discussion
  • 17:15-17:30: Closing

Details on participation

This is an exclusive event with limited capacity, therefore we have to ask you to apply. Seats are not guaranteed until we register your attendance. Registration includes a complimentary summit ticket (minus personal travel and hotel costs). For questions, please contact

We require all fields to be completed.

Company size (approximate revenues, in euros, per year)

How does your organization prioritize customer experience?


Creating a digital advantage in customer-experience strategy

McKinsey partner Oliver Ehrlich describes how to apply digital solutions to customer issues. Hear from Oliver and other McKinsey experts at our Customer Experience EMEA Leaders’ Summit.