Pre-Conference Site Tour & Workshops

8:00 am - 11:00 am Site Tour Hosted by Cygnific, a KLM Subsidiary

Ramón Delima - Vice President; Managing Director, Air France - KLM; Cygnific
Site tours are a key format in addition to conference presentation for in-depth learning, networking and benchmarking. As part of CCW Europe 2019, the audience will get a rare and exclusive opportunity to have a closer look at some of the leading customer operations in Amsterdam!
Limited to 25 participants! Book early to avoid disappointment.
Key objectives:
• An overview of KLM’s customer operations strategy and what makes the difference
• Understanding key elements KLM’s successful customer strategy
• Benchmarking and networking to form a peer-to-peer relationship for future learning
8:00am Site Tour Registration
8:30am Coach leaving conference venue
9:00am Delegation arriving at Cygnific
9:00am – 9:15am Welcome coffee and meeting the delegates
9:15am – 9:40am Introduction of KLM and Cygnific customer operations
9:40am – 10:30amAssisted touring to different segment
10:30am Coach leaving! Thanks Cygnific and KLM for hosting us!
11:00am Coach arriving conference venue

Ramón Delima

Vice President; Managing Director
Air France - KLM; Cygnific

11:00 am - 11:30 am Workshop Day Registration

Customer Contact Innovation

11:30 am - 1:00 pm Workshop A: Implementing a winning customer strategy that links system, data, process and business priorities
Jean-Pierre Beelen - Principal Consultant Customer Business Innovation, KPN
·         Design your customer strategy with an end in mind: What does a successful customer delivery strategy look like?
·         Linking business priorities, systems and processes with customer journey
·         Obtaining a deeper understanding of your customers through data
·         Realign your customer model and metrics to fit your organizational goal
·         Redesign the process to remove barriers and give options to your customers

Jean-Pierre Beelen

Principal Consultant Customer Business Innovation

Technology: Automation, AI & Analytics

11:30 am - 1:00 pm Workshop B: Combining the power of RPA & AI to drive business efficiency and customer value
Ohad Barnoy - VP Customer Success, Kryon
Dor Haim - Professional Services Manager, Kryon
·         What are the customer operation areas where RPA and AI can make the biggest difference?
·         Ensuring end-to-end process optimisation through an enterprise wide automation and AI strategy
·         Implementing RPA fueled by AI to reduce human efforts in customer contact


Ohad Barnoy

VP Customer Success


Dor Haim

Professional Services Manager

Cultural Transformation

11:30 am - 1:00 pm Workshop C: Creating a high performance team to drive customer ambition: A hands on approach
Mario Middendorp - Head of Global Customer Care at VEON Wholesale Services, VEON

Mario Middendorp

Head of Global Customer Care at VEON Wholesale Services

1:00 pm - 1:30 pm Lunch

Customer Contact Innovation

1:30 pm - 3:00 pm Workshop D: Translating CX programmes into business value
Rosaria Cirillo Louwman - CCXP-CXPA ART (Authorized Resource Trainer); Human Experience Advisor & Happiness Change Catalyst, Wow Now
  • Understand how to define the best CX measures, metrics and business value for your organization
  • Show how to “connect-the-dots” from CX program to metrics improvement to business results
  • Learn the art and science of quantifying the value of customer experience
  • Discover the common “pitfalls” of quantifying CX value - and tips for avoiding them or fixing them
  • Learn ways to embed structure for CX benefits into your internal processes and governance
  • Examine ways to think differently about business results and ROI
  • Understand the implications of building a structure and foundation for CX benefits realization
  • Build your communication message to the C-Suite to secure funding for your CX program

Rosaria Cirillo Louwman

CCXP-CXPA ART (Authorized Resource Trainer); Human Experience Advisor & Happiness Change Catalyst
Wow Now

Technology: Automation, AI & Analytics

1:30 pm - 3:00 pm Workshop E: From IVR to Chatbot: A self-service evolution into the cognitive world
Thijs Waanders - Technology Consultant, Cognigy
From FAQ to Chatbots, companies continue to invest in self-service channels; virtual assistants and chatbots are providing a world of new opportunities yet companies are struggling to demonstrate ROI.   
·         Identify the business case for self-service strategies
·         Designing self-service strategy focusing on ease of use for a frictionless experience
·         Making the self-service channel stick: developing strategies for behavioural change and user adoption for self service


Thijs Waanders

Technology Consultant

Cultural Transformation

1:30 pm - 3:00 pm Workshop F: Emotional intelligence in customer contact in the cognitive age
Martin Hill-Wilson - Blogger, Customer Contact Thought Leader, Brainfood Extra
·         How can emotional intelligence and empathy be used to power customer service and improve customer experience?
·         Developing an emotional intelligence framework to make a positive impact at every touch point
·         Harnessing AI-based solutions while keeping the human touch

Martin Hill-Wilson

Blogger, Customer Contact Thought Leader
Brainfood Extra

3:00 pm - 3:30 pm Afternoon break

Customer Contact Innovation

3:30 pm - 5:00 pm Workshop G: Next Generation Omni-Channel Customer Contact: AI, NLP & Chatbots
Rob Woodward - Senior Solutions Consultant, Blue Prism
Martin Meikle Small - Managing Director, TrustPortal


Rob Woodward

Senior Solutions Consultant
Blue Prism


Martin Meikle Small

Managing Director

Technology: Automation, AI & Analytics

3:30 pm - 5:00 pm Workshop H: Integrating customer data in the omni-channel environment to deliver personalised experience: Featuring the Dansk Bank case study
Jann Hoffmann - Head of Contact Centre Operations Management, Danske Bank
·         How much do you really understand your customers: Data-driven customer personalisation
·         Integrating customer data across different channels to paint a full picture of the customer profiles
·         What are the tools and technologies available for you to not only understand but also predict customer behaviours

Jann Hoffmann

Head of Contact Centre Operations Management
Danske Bank

Cultural Transformation

3:30 pm - 5:00 pm Workshop I: Women leadership in customer contact: Cracking through the glass ceiling
Petra Mengelt - Head of B2B - Business Relations, Mash
Helen Gillett - Managing Director, Affinity for Business
Melanie Stemerdink - Dedicated Engagement Officer, FINTREX
Women in leadership is becoming an ever more important area of topic as we see more and more female leaders rise to the top and break the glass ceiling. In this specially designed workshop session, our prestigious female leader panellists will share their personal journeys and practical tips to inspire and help accelerate your leadership skills. 

Petra Mengelt

Head of B2B - Business Relations


Helen Gillett

Managing Director
Affinity for Business


Melanie Stemerdink

Dedicated Engagement Officer

5:00 pm - 5:30 pm End of Pre-Conference Workshop Day