Ramón Delima

Vice President; Managing Director Air France - KLM; Cygnific

Main Conference Day One - 27th October

Thursday, March 10th, 2022

2:30 PM Building a stronger business and customer operations in a post COVID- 19 world: What have we learned about business continuity, resilience and digital transformation

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

Main Conference Day Two - 28th October

Sunday, April 10th, 2022

2:30 PM Case Study: Deliver a high performance culture at difficult times by focusing on people & process

·        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

Check out the incredible speaker line-up to see who will be joining Ramón.

Download The Latest Agenda