Executive Access Only Day - All timings in CET

10:00 am - 10:30 am Keynote Finding your Customer Experience North Star: A systematic approach in creating holistic customer and employee engagement strategies

Tabitha Dunn - Chief Customer Officer, Ericsson

·        Setting your customer experience north star: Why and how?

·        Systemise customer experience and making it part of the fabric of your business 

·        Driving customer experience through cultural, CX and performance transformation

·        Building teams and enabling key capabilities to support your customer experience North Star! 

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Tabitha Dunn

Chief Customer Officer
Ericsson

10:30 am - 11:00 am Deep Learning Opportunities in CX Management

Thomas Reby - Head of Product Support, Google

In this session, Thomas will cover the topic of CX in the context of data generated in customer service.

·        Looking through the History of Customer Service and understand the value of Humans, Knowledge & Data

·        How to make data work for you to drive customer satisfaction: Understand RPA, ML & Deep Learning

·        Demonstrating examples of opportunities

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Thomas Reby

Head of Product Support
Google

11:00 am - 11:30 am Leveraging service design, gamification and business metrics to deliver customer experience transformation

Balazs Szabo - Head of Customer Experience and Digital Development, E.ON

There is no silver bullet to transformation. In the past 4 years, E.ON have developed and executed a unique and highly successful strategy and roadmap to drive their customer experience transformation. In this session, Balazs will share their comprehensive approach, step by step execution and lesson learned to provide guidance for those who are on the same journey.

·        Redesign your customer experience with service design

·        Driving customer centricity by developing a customer culture across the organisation

·        Combining service design, gamification, NPS and key business metrics to develop your comprehensive transformation toolbox

·        Developing and driving the digital customer service agenda

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Balazs Szabo

Head of Customer Experience and Digital Development
E.ON

11:30 am - 12:00 pm Thought Leaders Exchange TOPIC: CX & Service Design: Are you CX strategies generating ROI and business impact?

Thomas Reby - Head of Product Support, Google
Chiara Parodi - Design Research Manager, Vodafone

Are you a thought leader on the proposed topic? Or are you a challenger with interesting views? Either way, join this super fun and interactive session to debate your ideas and hear from your fellow CX leaders on their perspectives. In this unique and interactive session, each thought leader will be invited to share a 6-8min perspectives on their key observations on this topic and challenge the audience with one burning question for him/her to inspire conversations and peer-led insights sharing.

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Thomas Reby

Head of Product Support
Google

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Chiara Parodi

Design Research Manager
Vodafone

11:30 am - 12:00 pm Break


12:30 pm - 1:00 pm Panel: Future operating models and future of work for customer operations: outsourcing, remote working vs digital workers

Antonio Barranco Rosales - Global Manager Customer Support, PagoFX by Santander
Ricardo Felix - Global Head Customer Support, PagoFX by Santander
Sérgio Catarino - Diretor Contact Center, Santander

This panel discussion explores the intertwined synergy of outsourcing vs future of work, brining expert’s view on what is the ideal set up for future success in customer operations. 

·        Exploring the changing landscape of outsourcing vs. automation vs. digital workers

·        How is distributed working changing the future of work

·        Developing a new dynamic relationship with partners and vendors

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Antonio Barranco Rosales

Global Manager Customer Support
PagoFX by Santander

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Ricardo Felix

Global Head Customer Support
PagoFX by Santander

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Sérgio Catarino

Diretor Contact Center
Santander

1:00 pm - 1:30 pm Implementing a winning customer strategy that links system, data, process and business priorities

Jan Smets - Director Retail and Customer Care, bpost

Customer experience has become a critical pillar of company strategies across every industry. Join this session to hear about a systematic approach in implementing a winning customer strategy:

·        Design your customer strategy with an end in mind: what does success look like?

·        Linking business priorities, systems and processes with customer journey

·        Adopting a proactive and predictive approach to support end to end customer lifecycle

·        How can predictive analytics be leveraged as a critical CX strategy

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Jan Smets

Director Retail and Customer Care
bpost

1:30 pm - 2:00 pm Learning from the digital natives: Harness automation, data and AI technologies to deliver customer satisfaction

Patrick Houbrigts - Global Customer Service Strategic Projects Director, Booking.com

·        Developing your service model strategy assisted by technologies

·        How to best leverage data within the AI environment to enhance customer service

·        Buy or build? Exploring different options when developing digital capabilities

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Patrick Houbrigts

Global Customer Service Strategic Projects Director
Booking.com

2:00 pm - 2:30 pm Thought Leaders Exchange TOPIC: Contact Centre Transformation: What are the new ways for quality management, customer feedback and engagement?

Alexandra da Silva Rodrigues - Strategical Advisor for Global Contact Centers, Radisson Hotel Group
Mohamed Attia - Global Head of Customer Operations, British Council
Roberto La Rosa - Corporate Global Call Centre Manager, Amplifon

Are you a thought leader on the proposed topic? Or are you a challenger with interesting views? Either way, join this super fun and interactive session to debate your ideas and hear from your fellow CX leaders on their perspectives. In this unique and interactive session, each thought leader will be invited to share a 6-8min perspectives on their key observations on this topic and challenge the audience with one burning question for him/her to inspire conversations and peer-led insights sharing.

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Alexandra da Silva Rodrigues

Strategical Advisor for Global Contact Centers
Radisson Hotel Group

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Mohamed Attia

Global Head of Customer Operations
British Council

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Roberto La Rosa

Corporate Global Call Centre Manager
Amplifon

·       ·        Gain insights into how high performing, customer centric organisations work with quality and knowledge processes

·        Turning touchpoints into listening posts to achieve consistent high Customer Satisfaction

·        Showcasing practical, hands-on examples of how to approach implementation of effective quality and knowledge processes

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Darko Popovic

Group Head of Customer Service
Ferratum Bank

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Petra Mengelt

Country Manager
Blue Finance Oy Ltd

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Jann Hoffmann

Head of Contact Centre Operations Management
Danske Bank

3:30 pm - 4:00 pm Delivering customer experience through employee engagement: Unlock the true potential of people

Kati Packalen - Head of Customer Experience, Post Nord

In addition to her role as head of customer experience at PostNord, Kati is also a basketball coach and has recently been coaching the Paralympics team. In this session, Kati discusses valuable lessons and experiences businesses could draw from sports coaching as both focuses on high performance:

·        Designing and communicating the brand values you want your business to be associated with by your customers and employees

·        Creating a culture of employee to raise the benchmark of employee satisfaction to employee commitment

·        Linking employee engagement and commitment to performance: achieving 125% more productivity

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Kati Packalen

Head of Customer Experience
Post Nord

Are you a thought leader on the proposed topic? Or are you a challenger with interesting views? Either way, join this super fun and interactive session to debate your ideas and hear from your fellow CX leaders on their perspectives. In this unique and interactive session, each thought leader will be invited to share a 6-8min perspectives on their key observations on this topic and challenge the audience with one burning question for him/her to inspire conversations and peer-led insights sharing.

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Stela Koleva

Vice President, EMEA Service and Support
SAP Concur

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Matt Curall

Portfolio Director
Capita

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Caitlin Neary

Global Head of Contact Centres
Dorchester Collection

4:30 pm - 4:30 pm End of Day

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