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Summit 2020


The Connection Between Employee Experience & Customer Experience

Before we can understand the connection between EX and CX — we must first understand the key differences. The first difference Mike highlights is the balance of power. Think about the good old saying “The customer is always right”. When you apply that to the employee, it doesn’t have the same ring.
September 28, 2021

How to Deliver Optimal Customer Experience with a mix of automation and human interaction

The way in which we deliver optimal customer experience is changing. What worked ten years ago, for many businesses, is obsolete now. With emerging technologies, automation and artificial intelligence it can be tricky to navigate how to win on customer experience.
August 27, 2021

What customer feedback reveals about memorable frontline experience

How do we measure the impact of each aspect of that experience on overall score? Human connection can have as much as a 40% influence on overall NPS score. At the Frontline Experience Summit, 2020, Alyona Medelyan, CEO talked about diving into the details to find the magic in your data.
August 2, 2021

Success At The Ritz-Carlton Is Simple: Your Bottom-line, Depends On Your Frontline!

In an exclusive presentation from the AskNicely Frontline Experience Summit, Horst reveals his key to success: his frontline employees.
May 3, 2021

The Key to Value Creation: Your Frontline Employees With Rory Sutherland

In his Frontline Summit Keynote Rory Sutherland, Vice Chairman of the Ogilvy & Mather Group warns against undervaluing the human element in any business, especially the service industry.
May 3, 2021

The Anatomy Of Employee Engagement In 4 Easy Buckets

At the Frontline Experience Summit Laurie Reuttimann's key note dug into the relationship between happy and engaged frontline employees, and the output of an organization.
May 3, 2021


Rory Sutherland

Rory Sutherland: Optimise on the Future, Not on the Past

Ogilvy UK

Matt Brown

Matt Brown: She Is Not Your Rehab

She is Not your Rehab, My Fathers Barber

Horst Schulze

Horst Schulze: Excellence Wins

Ritz Carlton

Laurie Ruettiman

Laurie Ruettimann: Betting on You

Laurie Ruettimann

Richard Owen

Richard Owen: Lessons from 20 Years of CX Data

OCX Cognition

Matt Fairhurst

Matt Fairhurst: The Future of Deskless Work


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