FUTURE GROUP EXECUTIVE TRAINING 2021
Future Group Executive Training 2021
Hybrid is the new normal - that is, how we consciously mix our physical presence with all the digital possibilities – the mix between human and tech
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Content
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Welcome, Pekka Lehto, Future Group
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Agenda, day 1
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Agenda, day 2
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Speaker, Soulaima Gourani, Happioh
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Speaker, Jesper Riedel, Hybrid Leadership
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Speaker, Mikkel Korntved, Loyalty Group
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Speaker, Ulf Nissen, Regional Vice President at Salesforce
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Speaker, Michael Ærø, Implement Consulting Group
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Speaker, Hans Christian Grønsleth, Super Office Norway
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Speaker, Elisabeth Zornes, Vicki Davenport, Oli Adams, Kristian Sneltvedt, Autodesk
Understand new technologies and digitize capabilities workforce 2
Dear partner, After a couple of unpredictable years where digitalization has accelerated, it is now time for us to stop and take an active position on how we want the future to look like. Hybrid is the new normal - that is, how we consciously mix our physical presence with all the digital possibilities – the mix between human and tech. Since this is how we now have to think, this year's theme for the Executive Training will be: HYBRID. We have put together an exciting agenda with interesting speakers who will present their angles on: - Hybrid work model. Many companies and their employees are currently having discussions and considerations about how they should work in the future, with most are leaning towards a mix of online and physical presence. If this is the future, then how do we secure our culture, how will we hire and onboard new employees, what technical tools will be required and do we need new skills to manage teams / employees in a hybrid set up? - Hybrid commercial / Sales Model - How does the post-pandemic customer engagement model look like? - Hybrid Customer Experience Human touch versus digital touch - when does it make sense? And do we make this decision from the right reasons.
We look forward to seeing you online November 3rd and 4th. Sincerely
Pekka 3
Agenda, November 3rd
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12.30
Welcome Future Group
12.40
Hybrid work model Soulaima Gourani, Co-founder at Happioh We're witnessing the most extensive and most rapid change in how we work, live, and study. It is both an evolution and a revolution at the same time. It is time to find and create solutions both employers and employees can live with. There is an urgency for a more dynamic talent and work model. Successful companies design and lead their organizations not only with empathy and trust but with PERMA
13.15
How to manage hybrid teams Jesper Riedel, Hybrid Leadership Covid taught us much about working from home and collaborating digitally. As we are beginning to return to the offices, many companies are choosing to combine the best of both worlds in a hybrid workplace strategy. The job market is already competitive, and now data points towards top talents looking for flexibility in their future employers. This session walks us through the pros and cons of hybridity, how to combine the best of both worlds when building a hybrid workplace strategy, and how to equip leaders to lead effectively both in-office and remotely
13.45
Break
14.00
Hybrid work – best practices from a Salesforce point of wiew Ulf Nissen, Salesforce “We have an opportunity to create a workspace and an employee experience that makes us even more connected, healthy, innovative and productive” – says Brent Hyder, President & Chief People Officer, Salesforce. But how does it really go in reality? Based on his own experience, Ulf Nissen from Salesforce Denmark will use this best practice session to give his opinion on what an increased hybrid world will mean for: 1. The employees way of working 2. The company culture 3. Management in terms of challenges and expectations 4. For the relationship with customers If you have any questions for Ulf, please send them to us prior to Executive Training
14.30
Workshop - hybrid work model Michael Ærø, Implement Consulting Group Based on the sessions around Hybrid work, Michael will facilitate a workshop in breakout rooms
15.00
Break
15.15
Customer Experience in a hybrid world Elisabeth Zornes, Autodesk The hybrid world has changed the rules of engagement. Some still need to be written and some are beginning to unfold. As CX and EX are so closely intertwined, we need to understand the fundamental shifts in the work environment and dynamics for our employees in order to create an ecosystem that ultimately delivers the optimal customer experience. While there is challenge in the hybrid structure, there is also opportunity. We will look at key strategies that seize the latter and mitigate the former
16.00
Autodesk - Working in a Hybrid World Vicky Davenport & Oli Adams, Autodesk Brief summary of the previous year and some insight into the year ahead. We will also touch on the Re-Branding of Autodesk, 5QRP, the effects and opportunities of working remotely and the collaboration that is available with Autodesk
16.30
Break
16.45
Hybrid Sales model including break out workshops Michael Ærø, Implement Consulting Group There’s No Going Back to the Old B2B Sales Model As COVID-19 restrictions gradually fade, B2B businesses want nothing more than to get back to normal. That’s understandable, but getting back to normal should not be the goal. In fact, it isn’t even possible. The pandemic - and the required shift to virtual, digital interactions between buyers and sellers - exposed major challenges to the old commercial approach. The era of old-school “road warriors”- field reps who traveled to client sites 280 days a year- is over. In-person visits can be effective but, given recent advances in digital connectivity, they are also highly inefficient and often unnecessary. Some aspects of sales will likely always happen face-to-face with field reps, but COVID-19 showed the value of remote, digitally enabled interactions. To shift from field work to hybrid interactions, companies must empower field sales reps with new digital tools and capabilities
18.00 19.00
Networking / social
Agenda, November 4th 13.00
Networking / socialOpening day 2 - setting the scence Future Group
13.10
Digital versus human Mikkel Korntved, Loyalty Group Are you going digital for the right reasons? - digital versus human interactions A large number of companies work to automate and digitize their customer interactions as much as possible, but is that a wise decision? If the motivator is purely cost reduction and efficiency (it most often unfortunately is), then you are at risk of losing a lot of business! True customer loyalty is ALSO based on emotional bonds between buyer and supplier, so we need to secure all relevant human interactions in our future relationships
13.45
Break
14.00
Inspiration - and best practices: How SuperOffice improve customer success Hans Christian Grønsleth, Super Office Norway Customer retention strategies – a sneak peek on how SuperOffice use customer insight and data driven tactics to improve customer success. Creating tools, methods, and tactics to win. Sharing some of our best practices
14.30
License compliance to create better customer experience Kristian Sneltvedt, Autodesk Despite the maturity of customers in the Nordics, there are a lot of opportunities in the non-compliance space. Learn more about the opportunity and how you and your company can actively take part in this part of the Autodesk business
15.00
Workshop: Customer Experience Michael Ærø, Implement Consulting Group Based on the sessions around Customer Experience, Michael will facilitate a workshop in breakout rooms
15.40
Future Group Customer Success Team Future Group
16.00
Summary and close conference
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Soulaima Gourani, Co-founder at Happioh
There is an urgency for a more dynamic talent and work model Born in Morocco and raised in Denmark, Soulaima is a former executive at Hewlett Packard and Maersk, responsible for global sales, consulting, and engineering teams. With twenty-two years of tech experience and author of several bestselling books exploring success in life and the future of work, Soulaima has an executive education from ISB, INCAE, Yale, Harvard with an MBA from CBS. Awarded with the YGL, WEF Young Global Leader title alongside Mark Zuckerberg, Marissa Mayer, Sheryl Sandberg, and Larry Page. Received the Thinkers50 Ideas into Practice Award alongside Reid Hoffman in 2019, the Thinkers50 Radar Award in 2020, and recognition as a Nordic Thinker 20 alongside Ingvar Kamprad, IKEA, and "40 under 40 Europe”.
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Jesper Riedel, Hybrid Leadership
Combine the best of both worlds in a hybrid workplace strategy Jesper has 7 years of practical experience leading and building hybrid teams across 8 locations in EMEA for Microsoft. Two years ago he embarked on a new journey, building up LeapForward, with a special focus on hybrid leadership. Today, Jesper spends most of his time doing workshops and leadership consulting on hybrid leadership.
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Ulf Nissen, Regional Vice President at Salesforce
Employee experience makes us even more connected, healthy, innovative and productive Ulf is a top performing leader with 20 years of impressive performance and consecutive growth within Salesforce, Cisco and Deutsche Telekom. He is a visionary leader with huge focus on Customer First. A leader who always act with trust and integrity. Strong in Go-to-market strategy, turn arounds, digitalization, change management, business transformation and performance management and at the same time very focused on culture, talent development and building outstanding teams. He has worked with global Enterprises, Channel organisations, Commercial business and the Public Sector within technology areas such Platforms, ERP, CRM, CX, Cloud, Outsourcing, AI/ML, Infrastructure, Collaboration, Security, DC and IOT.
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Michael Ærø, Implement Consulting Group
There’s No Going Back to the Old B2B Sales Model Michael Ærø, Partner at Implement Consulting Group. Michael has more than 14 years of experience in the IT industry in various positions; seller, sales manager, director, director of software development, managing director and director of business development. All of the positions have been very much connected to sales and marketing.
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Mikkel Korntved, Loyalty Group
Are you going digital for the right reasons? Mikkel is the Managing Director and Senior Advisor at Loyalty Group. Mikkel is an expert in customer relations and has more than 25 years of experience in advising Scandinavian and international businesses working with Customer Centricity both domestic and around the world. The goal is always increased profitability using tools for purposes such as customer insights and understanding, management involvement and commitment, business structure and process development and employee motivation. Mikkel is a popular speakerand teacher, with his pragmatic style and a smile. He always uses tangible, relevant cases and examples, arguing to put the often overlooked Customer Centricity on the agenda of businesses
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Hans Christian Grønsleth, Super Office Norway
Use customer insight and data driven tactics to improve customer success Hans Christian Grønsleth loves customers. His role at SuperOffice is to help the organization with tools and insights to enable customer success. With tools comes training, coaching and innovation to improve. Automation and digitization are key capabilities to reach our goals.
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Elisabeth Zornes, Senior Vice President, Customer Success Organization, Autodesk Elisabeth brings to Autodesk a customer-company mindset and extensive experience in all facets of customer success, support, and professional services, from customer onboarding through renewal. She has led teams of more than 6,000 professionals that serve the needs of customers across all market segments through both digital and human engagement. After finishing university as a research scientist, she began her career as a support agent and most recently served as Chief Customer Officer at Zendesk. At Zendesk, she built a full customer journey and experience with a data-driven and ML-supported approach, and grew services revenue, retention rates, and customer satisfaction scores. Elisabeth has also held senior-level roles in service product management, business development, strategy, managed services, channel services, customer support, and operations at companies including Microsoft, Cisco, and Siemens Business Services. Elisabeth is also regarded as a thought leader in the industry on customer experience and customer success. During her 20+ year career, one thing has remained constant: she is passionate about the customer and believes that positive customer experiences drive revenue growth.
Vicky Davenport, EMEA Channel Sales Lead, Autodesk Vicky is responsible for the EMEA Channel organization at Autodesk. Currently she manages a target of over €900m and 36 staff. Vicky has a heritage in sales and general management and is recognized for her strong sales leadership and results. Vicky previously held several leadership roles in Xerox and formally held the position of Director & General Manager, UK Sales Operations. She was one of two women on the UK board. Vicky believes that innovation is driven by diversity and has for many years supported the development of women in sales and sales leadership.
Oli Adams, Regional Channel Manager UK, I & Nordics, Autodesk Oli has been at Autodesk 5+ years and was previously working in the MFG Territory team. He has over 25 years experience working in Sales across multiple industries with a focus on relationship management, change and growth Working for Vicky, Oli is focused on developing growth in the UK, I & Nordic regions and assisting Partners on our joint path to Factor 2.
Kristian Sneltvedt, Vice President Global License Compliance, Autodesk Kristian joined Autodesk almost 25 years ago as the Channel Director for UK, Nordics, Benelux, and France. Known for his hands-on approach to problem-solving, he quickly set about developing his Channel Sales team’s muscle, nurturing a strong recurring business over his 8-year tenure in that role. Kristian’s next leadership position saw him take on Subscription Renewals, Channel Development, Sales Execution and License Compliance across all industries in Europe, Middle East and Africa. Ready for a new challenge, in 2018, Kristian formed the Global License Compliance group, which has since become one of the fastest-growing organizations in Autodesk. License Compliance lies at the core of Autodesk’s business as it protects our customers, Partners and Autodesk from unfair competition, converts misuse into sustainable growth and builds strong customer connections.
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