Wednesday Executive

Disrupt Club




17.00 - 20.00


Konstnärsbaren (KB)
Smålandsgatan 7

Moving from Personalization to Humanization – Delivering on Customer Centricity

In today’s demanding market, brands are judged heavily on the overall customer experience they deliver. Brands need to demonstrate a level of empathy, to create healthy and trusted long term customer relationships. They need to develop deeper connections with their customers by better understanding their needs, values and what motivates them. Brands must then operationalize this to deliver consistent, contextual, and personal experiences that treat customers as unique individuals.

How are brands achieving this, and moving beyond personalization to humanization? We’ll discuss what it means to connect and make sense of data to deliver a brand promise at the next Disrupt Club in Stockholm on April 19th.

Experience the power and the possibilities of what can happen when we bring together some of the most strategic minds in B2C marketing.  The Disrupt Club, in Sweden in co-operation with Wednesday Relations, does exactly that. It’s an invite-only social group of high-level marketing leaders across Europe that meets regularly to talk about our B2C marketing industry and the ways we’re working to disrupt the status quo.

Meet Jo Allen (speaker). Most recently Jo led one of the first omni-channel customer engagement implementations at one of the UK’s major utilities, British Gas.

Pega has been running these sessions across Europe and will also be sharing lessons learnt from other major cities.

A very rewarding evening with interesting discussions and new insights. Very nice to meet like-minded people from different industries who share their thoughts and experiences!

Executive Roundtable participant

Target Group

This event is targeted to B2C leaders with KPIs related to growth, retention, customer satisfaction or leading organizations that support the business to make it happen. Please note the event is limited to 10 guests and is free of charge to participants.

This Round Table is only directed to leaders/decision makers.


17.00 | Welcome and drinks

17.30 | Moderator presents the agenda for the evening

Mats Gustafsson, founder & CEO, Wednesday Relations

17.45 | Moving from Personalization to Humanization – Delivering on Customer Centricity

 Jo Allen, Director & Ambassador, 1:1 Customer Engagement GTM, Pega

18:15 | Contribute your thoughts and challenges through a group conversation over dinner

  • How are brands operationalizing experiences to be personal, contextual, consistent?
  • What are the key elements required for a brand to deliver a consistent experience, breaking down the silos?
  • What does personalization mean for brands, and how this is often misinterpreted?

19:50 | Summarizing and ending


Jo Allen

Director & Ambassador, 1:1 Customer Engagement GTM, Pega

Jo has 20 years of experience working with customer centric, AI-driven decisioning solutions. She has first-hand experience of leading transformational Next Best Action and Retention Optimization programmes across communications and utilities. Most recently she led one of the first omni-channel customer engagement implementations at one of the UK’s major utilities, British Gas before joining Pega in 2019.

Jo has a true passion for consistent customer interactions across all channels and pays particular interest to the business transformation required.

Jo is also a co-founder of the Customer Decisioning Institute

Mats Gustafsson


Mats founded Wednesday Relations 2002 and have extended experience in marketing, sales, digital business and CRM. Mats has worked in line-positions within marketing and sales in Sweden and worldwide. Together with Wednesday Relations, Mats has created a lot of conferences and seminars, and is also a very popular and well-experienced moderator.

Application of interest

Executive Partner

Pega delivers innovative software that crushes business complexity - from maximizing customer lifetime value to streamlining service to boosting efficiency, we help the world’s leading brands solve problems fast and transform for tomorrow.

With Pega you can achieve a level of customer relevance that was considered impossible just a few years ago.

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