Main Conference Day Two - All timings in CET

10:00 am - 10:30 am Case Study: Putting things right: Building authentic leadership and a proactive culture for customer and business turnaround

Chris Thewlis - Chief Operating Officer, nPower

Chris will share npower’s powerful turnaround transformation focusing on:

·        Building a culture and a service for pro-active customer support

·        Building a vision narrative and providing the whole honest truth

·        Making difficult decisions yet not losing trust

·        The power of doing small things right

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Chris Thewlis

Chief Operating Officer
nPower

10:30 am - 11:00 am Case study: Applying AI To Transform Your Contact Centre Strategy

Marco Costa - General Manager, Talkdesk
Pedro Pombo - Managing Director, Accenture Interactive

Artificial intelligence offers an unprecedented opportunity to reshape your contact centre and customer experience strategy. Join Marco Costa, EMEA General Manager Talkdesk who will share real-life examples of how to use AI and virtual agents to: better resolve customer queries faster, optimize and scale operations without increasing costs, deflect security and data sovereignty risks, and more.

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Marco Costa

General Manager
Talkdesk

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Pedro Pombo

Managing Director
Accenture Interactive

11:00 am - 11:30 am Case study: Deliver experience as service to your customers – The crisis response stories of Co-op and Hodge Bank

Amanda Halpin - Senior Principal Solution Lead, Genesys
Dave Glasgow - Alliances Director, IPI Integration

Make your customer feel remembered, heard and understood, the foundation of an empathetic customer experience. Join Genesys to learn the delivery of Experience as a Service and its importance during Covid-19. Hear customers stories of Hodge Bank and Co-op and how they rapidly sped up their business digital transformation programme but continued to support with the priority of the customer and the communities they serve in.

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Amanda Halpin

Senior Principal Solution Lead
Genesys

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Dave Glasgow

Alliances Director
IPI Integration

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!

The outbreak of COVID-19 has highlighted the importance of digital interactions with customers. This panel will draw experiences from senior leaders on how they are taking their digital platforms to the next level to be able to serve customers better:

·        Redesigning the front end customer experience online

·        Integrating digital platforms to ensure a seamless customer experience

·        Developing digital capabilities to break down the silos 

·        Analysing and evaluating the usage and effectiveness of your self-service channels

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Radu Ciocan

Group Director Customer Operations
inwi

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Philip Purdy

Head of Customer Services
Community Fibre

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Arancha Martín

Global Contact Center Manager
Telefónica

12:30 pm - 1:00 pm Award-winning case study: Driving high performance through leadership and culture development

Lisa Steele - Customer Service Director, BGL Group

·        How does our customer contact centre becoming the highest performing function across the company

·        Driving engagement and high performance across 1,300 agents

·        Implementing digital voice programme to update operating model and drive efficiency 

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Lisa Steele

Customer Service Director
BGL Group

1:00 pm - 1:30 pm Case study: How Spotzer transformed their customer experience and service efficiency for a global customer base


Peter Urmson - CEO, Spotzer
Paul Turner - VP Strategic Accounts, Vonage

Every month, Spotzer builds over 4,500 - 7,500 websites for their global customers and speaks to thousands of customers. With “value every customer” as a core objective and a strong focus on Net Promoter Score, Spotzer makes sure that the customer experience is second to none. Join this fireside chat with their CEO to understand the journey they have been through and some of the valuable lessons learned:

· As a CEO of the company, what does customer experience mean for you and how are you carrying out a global CX strategy?  

· What were the core challenges of serving a global customer base across four continents? 

· Why did you need to change your contact centre system and what were the requirements for the partners?

· How did you manage transformation change to ensure successful project delivery?

· Where are you now and what’s the vision for the future?

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Peter Urmson

CEO
Spotzer

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Paul Turner

VP Strategic Accounts
Vonage

12:00 pm - 12:30 pm Workforce Analytics: Using Data to Adapt in Rapidly-Changing Times

Ed Creasey - Director of Pre Sales, Calabrio

From calls, letters, and faxes in the 90s, to the omni-channel experience of the 2020s, analysing customer experience has always been tough. Organisations need to join together CX data from disparate systems so they can analyse, take action, and finally measure the effect. 

This has been exponentially accelerated by the pandemic. New channels were launched in weeks. Employees are operating in radically different contexts. Organisations delivered this rapid change on multiple CX platforms with no single view of the employee or customer experience. How can we adapt to this new context?

Join Ed Creasey as he shares use cases that show how technology makes it easy to analyse customer and agent challenges in one place. He will share use cases of how organisations join together disparate data and apply analytics to forecasting, scheduling, coaching, evaluation, and performance management - helping you analyse every step of the journey for customers and employees.

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Ed Creasey

Director of Pre Sales
Calabrio

·        No service is the best service? It depends! – Creating the balance between self-service, chatbot & human interaction

·        Identify, prioritise and implement automation opportunities improve efficiency significantly

·        Emphasising on the human touch for the most critical moments during customer journey

·        Focusing on data gathering through phone, social and digital channels to drive the right insights to ramp up customer strategies

·        What kind of organisational structure do you need to create to drive customer excellence during exponential scaling up

·        What are the simple things you can do create customer excellence awareness across the company especially for the senior leaders

·        Agile is our DNA: How to leverage that at to bring cross-functional alignments 

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Benedikt Dormann

Director Global Customer Service
N26 Group

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Katalin Fritz

Chief Customer Officer
Marley Spoon

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Cathleen Doorenbosch

Head of Shared Services
Deliveroo

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Ruth Zive

Head of Marketing
Ada

1:00 pm - 1:30 pm Getting real with AI: How to leverage AI to disrupt the Customer Service industry?

Chris Caldwell - CEO, Concentrix
Vasco Pedro - Co-founder and CEO, Unbabel

Join this interactive fireside chat session to learn how one of the biggest BPOs is using Unbabel to disrupt its business model and the entire customer service Industry. Attendees will learn the answers to the following:

·        What are the macro-trends that the BPO industry is accelerating as the world changes?

·        As the conversation evolves from AI vs. humans to AI empowering humans, what does this mean for customer service leaders?

·        How can extremely large organizations like Concentrix keep agile and innovative?

·        Previously, servicing languages for CX meant finding locations with native speakers, what opportunities does removing that barrier open up?

·        What’s the future of a language and technology intersection in the world’s largest companies?

·        What are the barriers to innovation and change over the next few years?

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Chris Caldwell

CEO
Concentrix

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Vasco Pedro

Co-founder and CEO
Unbabel

1:00 pm - 1:30 pm Case study: Ensuring business continuity in EMEA in the new normal: NHS and Test & Trace – A genuine success story

Thomas John - VP Channels - EMEA, Five9
Ron Moody - CEO, Connect Assist

In this session, we will be discussing the impact of the current pandemic situation on a globally operating business. Hear how as things changed rapidly, the Outsourcer had to keep up with its customers' demands and secure a seamless service. We will discuss:

·        How did they deliver customer service pre-COVID

·        How did the situation impact their business and how did they secure business continuity

·        What is coming next?

·        Learn more about trends in the markets; changes in business strategies and a new normal for customer service post- COVID

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Thomas John

VP Channels - EMEA
Five9

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Ron Moody

CEO
Connect Assist

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!

2:30 pm - 3:00 pm Customer Experience vs. Efficiency: Why Customer Support Leaders Shouldn't Have To Choose

Kaitlin Pettersen - Global Director of Customer Support, Intercom
Dee Reddy - Podcast producer, Intercom

Customer support leaders are often asked to answer the seemingly trick question: Can you provide a best-in-class customer experience…but at a lower cost? The reality is business simply cannot afford to operate at either extreme and balancing both CX and efficiency not only means a great deal to your customer strategy but unlocks something that can feel elusive to support teams: Positive revenue impact! Join this session to discover how Intercom’s unique approach enables your business to find the right balance between what is best for your company and your customers.

·        Overcome the dilemma of approaching efficiency and customer experience as two diametrically opposed choices

·        Scaling the high bar of customer satisfaction without scaling headcount alongside customer count: What’s the secret?

·        Striking the balance with conversational support to combine proactive self-serve and human support capabilities.

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Kaitlin Pettersen

Global Director of Customer Support
Intercom

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Dee Reddy

Podcast producer
Intercom

3:00 pm - 3:30 pm Case Study: Deliver a high performance culture at difficult times by focusing on people & process

Ramón Delima - Vice President; Managing Director, Air France - KLM; Cygnific

·        Implementing lean six sigma at the contact centres to transform performance

·        Develop a high performance and people focused culture to get through tough times

·        A people focused approach at Cyngific

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Ramón Delima

Vice President; Managing Director
Air France - KLM; Cygnific

3:30 pm - 3:30 pm End of the day