Main Conference Day One - All timings in CET

9:40 am - 10:45 am Opening remarks from the Chair

Ted Hunting - Senior Vice President of Marketing, Bright Pattern


img

Ted Hunting

Senior Vice President of Marketing
Bright Pattern

9:45 am - 10:30 am CCW BIG IDEAS KEYNOTE: The world has changed, And so should you! Explore the best-kept secrets of the world's most successful teams to implement a growth mindset

Matthew Syed - Best Selling Author, Thought Leader

Growth mindset is the psychological ingredient that underpins great organisations. People in this mindset see success as dynamic in nature. They are less worried about what they know now than about how quickly they can learn. Precisely because of this perspective, they look for new information, update their assumptions, and are not afraid of their mistakes.


This rings particularly true for all CX and customer contact leaders as we are emerging into a new world that has just suffered a devastating global pandemic crisis. As we focus on rebuilding our businesses and operating models, the right psychology is the starting point for all the other things – agility, adaptability, innovation, continuous improvement – that are so important to our future post COVID-19. We need to get away from self-justification and status quo bias - and change the world.


In his keynote Matthew will explore some of the best-kept secrets of the world's most successful teams, as well as bring insights from psychology, anthropology and data science. He will highlight how to implement a growth culture and the difference that that can have on performance – both at an individual level and at an organisational level.

img

Matthew Syed

Best Selling Author
Thought Leader

10:30 am - 11:00 am The All –Stars Panel for the future of contact centre technology: Game changers for customer contact in the next 5 years and how has COVID-19 reshaped the landscape?

Gabriele Masili - Chief Technology Officer, Customer Experience & Success, Microsoft
Jagrit Malhotra - General Manager, Clarabridge
Ed Creasey - Director of Pre Sales, Calabrio
Becky Ploeger - Global Head of Reservations & Customer Care, Hilton

This panel discussion features the shakers and movers in the customer contact technology market to discuss and debate the future landscape of CX and contact centre landscape.

·        Will cloud gain more momentum in the post COVID-19 business world?

·        Is conversational AI finally here and are we prepared for it?

·        How is connectivity and mobility brought to the next level to support scaled remote working? 

img

Gabriele Masili

Chief Technology Officer, Customer Experience & Success
Microsoft

img

Jagrit Malhotra

General Manager
Clarabridge

img

Ed Creasey

Director of Pre Sales
Calabrio

img

Becky Ploeger

Global Head of Reservations & Customer Care
Hilton

11:00 am - 11:30 am The new normal: turn challenge into results with conversational AI

Brian Loveys - Director, Offering Management, Data and AI, IBM Watson

In the course of this year, conversational AI has turned from a future-looking technology to a foundational one. Its ability to rapidly scale and provide useful information during challenging times has demonstrated how it can meaningfully impact the customer and employee experience. Walk away from this session with an understanding of:

·        How market-leading AI, such as IBM Watson, can better support your business goals

·        How capabilities such as auto-learning and natural language processing can make your customer interactions fast and easy, improving customer satisfaction and employee engagement

·        How businesses can identify a use case, get started and scale with minimal effort

·        How enterprises around the globe are deploying Watson to drive results


img

Brian Loveys

Director, Offering Management, Data and AI
IBM Watson

11:30 am - 12:00 pm Time to sharpen your vendor insights: Visit the virtual exhibition hall, download content, view demo videos and chat to them directly!

Many CX and customer contact innovations are developed and driven by solution and technology providers. The virtual EXPO Hall is packed with the most relevant solution providers that will help you advance your CX and customer contact transformation journey. All of them are showcasing their capabilities through demos and live chats. Make sure you take this time to visit all the exhibitors to win points to get ahead on the leader board! Great prizes are for grabs!

·        Visit a virtual Booth: 250 points per booth visited

·        Download a brochure from a virtual booth: 25 points per item

·        Download/watch a video from a virtual booth: 25 points per video

·        Start a text chat conversation in a virtual booth: 250 points

·        Start a chat in a networking chat room: 150 points


Prizes are given out at the end of the event! Make sure you don’t miss this great opportunity to visit vendors and win prizes!

This keynote panel discussion will bring industry leaders together to share their views and perspectives on key lessons drawn from the COVID-19 outbreak and more importantly what customer experience and operations need to look like in the post pandemic new normal:

·        What are the key lessons learned during COVID-19 regarding business continuity, incident and crisis management

·        What are the new views and long-term impact brought on our society, business, colleagues and customers?

·        Will there ever be business as usual and if so what does that need to look like?


How to restore trust for a stronger business culture

img

Ramón Delima

Vice President; Managing Director
Air France - KLM; Cygnific

img

Joanna Macleod

Former Chief Transformation Officer
American Express Global Business Travel

img

Dekyi Boorsma

Director of Customer Service EMEA
Netflix

img

Claudia Belardo

Vice President Business Transformation
IFS

img

Brian Andrews

Senior CX Principal
Medallia

12:30 pm - 1:00 pm Transform CX with breakthrough digital + human experience: Agility is the key to contact center automation impact

Bruce Mazza - VP Global Technology Alliances, Blue Prism

Customer experiences need to be re-imagined not just made faster. Enterprises need to differentiate their brands with superior customer experience and Contact Centers customer service representatives are your frontlines.  The tools that incorporate digital end-to-end journeys, bind AI technologies, and integrate multiple systems is just one facet. Technology needs to be scalable, resilient and secure to manage change. Even more importantly, Enterprises need on-going agility to rapidly transform and re-image customer journeys, adapt to the rapidly evolving remote workforce, and take on new revenue growth and cost-cutting paradigms. In this session, learn from the experts on the following critical success factors:

·        What is key to scaling Customer Experience (CX) with Intelligent Automation transformation for your Contact Centers

·        Learn why smart organizations are looking beyond making interactions just faster

·        How you can align your organization and automation technology needs to make your end-customers experiences better

img

Bruce Mazza

VP Global Technology Alliances
Blue Prism

1:00 pm - 1:30 pm Re-imagine and transform your contact centre into a profit and growth centre

Léonie Brown - Head XM Scientist, Customer Care Solution, Qualtrics

For many organizations, the contact center is where ‘sorry’ happens – agents apologise, compensate and move on…But the world’s best experience brands understand, and use, the contact center as a key pillar of XM, and a vital driver of loyalty and revenue. Join CX expert Leonie Brown as she explores how you can re-imagine your contact center as a key driver of business growth, and not just a cost center ready to say apologize.

You will learn how to:

·        Discover what really matters to your customers when they get in touch

·        Free up your humans to focus on key customer issues by enabling better self-service options

·        Empower agents with autonomy to solve customer issues and increase staff retention while improving the customer experience

img

Léonie Brown

Head XM Scientist, Customer Care Solution
Qualtrics

1:30 pm - 2:00 pm Time to sharpen your vendor insights: Visit the virtual exhibition hall, download content, view demo videos and chat to them directly!

Many CX and customer contact innovations are developed and driven by solution and technology providers. The virtual EXPO Hall is packed with the most relevant solution providers that will help you advance your CX and customer contact transformation journey. All of them are showcasing their capabilities through demos and live chats. Make sure you take this time to visit all the exhibitors to win points to get ahead on the leader board! Great prizes are for grabs!

·        Visit a virtual Booth: 250 points per booth visited

·        Download a brochure from a virtual booth: 25 points per item

·        Download/watch a video from a virtual booth: 25 points per video

·        Start a text chat conversation in a virtual booth: 250 points

·        Start a chat in a networking chat room: 150 points


Prizes are given out at the end of the event! Make sure you don’t miss this great opportunity to visit vendors and win prizes!

2:00 pm - 2:30 pm Delivering on the Digital Urgency for Customer Service in the Pandemic Era and Beyond

Stephen Kennedy - Director of Solutions, eGain

Consumers have gone digital in a hurry in the pandemic era with younger demographics pushing to do more with digital and older demographics, especially driven by Covid contact risk, forced onboard. Meanwhile, “digital or die” has become “digital now or die” for businesses with full or partial lockdowns and a cloud of economic uncertainty hanging over their heads. This has catapulted digital transformation of customer service and engagement back to the top of the executive agenda. How can contact centers deliver on this new, urgent imperative?

img

Stephen Kennedy

Director of Solutions
eGain

2:30 pm - 3:00 pm Keynote: Rethinking customer contact post COVID-19: 5 Keys to Win with your Business and Employees

Ted Hunting - Senior Vice President of Marketing, Bright Pattern

An unthinkable pandemic shook the world this year and have affected customer experience and contact centre in the most profound ways. In order to come back even stronger, we need to put our heads together and look at the future trends that have been re-shaped by this to be able to thrive in the post COVID world. Join Ted in this keynote session and discover 5 key trends you can’t afford to ignore:

1.       The new face of the customer journey: omnichannel and what's next

2.       A new virtual world with the rise of Bots, AI and conversational AI and remote agents

3.       Achieving the next level of agility, business resilience, and employee empowerment through remote contact centres

4.       Improving Quality Management on all channels in our now fully-online world

5.       Innovative use cases seen during COVID 



img

Ted Hunting

Senior Vice President of Marketing
Bright Pattern

There’s no doubt that companies will push even more aggressively of their digital transformation especially digital services agenda after COVID-19 outbreak as they have now seen the importance of connectivity, mobility and self-service for both their employees and customers. Yet the question remains where you should invest to gain the most ROI. This panel will invite some of the most experienced business leaders who have pioneered into these technologies and help you uncover the business potential, implementation challenges and ROI for them.

·        Demystifying NPL, AI, Conversational AI and their implementation potentials and challenges in CX

·        Is Conversational AI the future of CX?

·        How can Artificial Intelligence & Intelligent Automation support each other to transform the way we deliver CX

·        What are the other digital transformation initiatives that will provide exceptional ROI for your customer experience?

img

Peter Halsor

Former Chief Customer Experience Officer
Riyad Bank

img

Chris Carmichael

Head of Product Fulfilment
TUI Musement

img

Jean-Pierre Sleiman

Data Operations Manager
N26

img

Martin Hill-Wilson

Customer Service, CX & AI Engagement Strategist
Brainfood Extra

A true pioneer in digital transformation, Deutsche Telekom has been sharing their Automation, Bot and social service throughout the years at the CCW stages. This year, Mareike and Stefanie will bring us along their recent journey of implementing speech analytics for 60million calls and how they are leveraging that to drive more accurate customer insights. You will learn:

·        How to prepare the teams for implementing speech analytics at different stages

·        How to drive the most accurate and useful customer insights through speech analytics

·        How to optimise the customer service processes and improve quality and customer experience through speech analytics

img

Stefanie Wallau-Drügh

Head of Customer Insights and Tools
Deutsche Telekom

img

Dr. Dominik Grafenhofer

Head of Chapter Predictive Services & AI, Lead Big Bet Voice and Contact Analytics
Deutsche Telekom

4:00 pm - 4:00 pm End of day