|08:00 ||Registration, Continental Breakfast, and Exhibition |
|08:45 ||Welcome, Introduction, and Advisory Board Recognition |
Back by Popular Demand!
Derek Williams, Executive MindXchange Co-Chairman, Author and Creatofr of The WOW Awards, The WOW! Group
Brian Fitzpatrick, Executive MindXchange Co-Chairman, Senior Vice President & General Manager, Events Division, Frost & Sullivan
|09:15 || |
The Autonomous Customer: The Challenge of Delivering Service in an Era of Business as Unusual
Dr. Nicola J. Millard, Customer Experience Futurologist, BT
Customers are often changing faster than the organisations that serve them. The technologies that we fe that are always on and always on us are supercharging us and turning us into omnichannel, superconnected, hyperinformed customers. How do organisations evolve traditional contact channels to meet the increasingly complex and emotive needs of a customer who often cuts organisations out of the conversation until the last minute? What are the opportunities and challenges of serving autonomous customers? How do you best compete in an age of a plethora of consumer choices, and an uncertain economic environment?
Gain access to global research on customer behaviours that may challenge your customer experience strategies
Learn from practical insights from across multiple countries, business sectors and industries
Gain insight into why the role of the human contact points like store, contact centre and website are fundamentally changing and what you need to do to future proof your customer experience strategy
|10:00 || |
Customer Experience: Your Competitive Advantage in a Challenging Economic Environment
Bryce Coté, Vice President Customer Care, TomTom
Learn how TomTom successfully adapted its customer care strategy during challenging economic times. In this session you will learn how TomTom increased customer satisfaction, effectively delivered the voice of the customer and created a new revenue stream while reducing its cost of support.
- Success factors for improving your customer experience
- Insights on how to improve transparency with your customer
- Best practices for converting your support team to a profit center
|10:30 || |
Networking, Refreshment, and Exhibition Break
Hosted by: Cicero
Design a program structure to meet your individual needs.
Track 1: Savvy Customer Care Strategy
Track 2: Smart Customer Interaction
|11:00 || |
Breakout Sessions - Create, Communicate, and Connect
Participant-driven discussions focusing on your key challenges and concerns.
Choose one of the following:
RT1. Trust: An Essential Element in Customer Contact
John Broderick, Chief Executive Officer, Cicero, Inc.
Tom Aiello, Senior Vice President of Sales, Cicero, Inc.
Trust is a human experience that defines relationships and how we interact. This is particularly true in customer service where employees and customers determine an organization's success. Join us for this practical, interactive session as we explore the impact of trust on customer service and how to earn the trust of employees, partners and customers.
- Perspectives on trust in customer contact
- Impact of technology on trust
- Examples of why trust matters
- Actions to gain and foster trust
RT2. Social CRM: Driving Profitability with Social Customer Engagement
Stephane Lee, Chief Executive Officer, Dimelo
This highly interactive session will engage participants in the topic of integrating social media CRM into their customer service experiences. Discussions will focus on the practical aspects of driving existing customer service infrastructures toward increased customer-centricity, loyalty, and optimized profitability.
- Best practices for creating and growing a social media community to generate ROI
- A cost-effective guide for using social media tools and self-care to improve customer satisfaction
- The critical success factors involved in creating customer-care templates for social media
|12:30 || |
Play the “wheel” and join a series of rapid-fire, one-on-one meetings with leading solution providers.
Runs concurrently with:
Launching a Social Networking Program in Your Contact Centre
Edward Caulfield, Vice President Customer Service and Support, Leica Geosystems
Christian Lindknud, Global eBusiness Manager, Innogenetics
Yaëlle Teicher, Head of Community Management, Voyages-sncf.com
Michael Havas, Group Director Customer Service & Online,
Telekom Austria Group
Marc Dompietrini, Customer Advocate Director, Symantec
The rise in social media has given companies a unique opportunity to find out what their customers saying about them – and to find out when customers have problems. Although social media has great potential for customer care, engaging with customers through these new contact channels presents unique challenges.
- Insights on when to stop listening and start acting
- How to manage social media interactions effectively
- Key techniques for helping customers in the social media environment
- Lesson learned on how social media can improve customer satisfaction and boost your brand
|13:15 ||The Power Lunch - Networking Roundtables Hosted by Industry Leaders |
Practitioners and solution providers host a menu of luncheon roundtable discussions on pertinent industry issues. Dine and dish with industry experts. The list of roundtable discussion topics will be available onsite.
Hosted by: Sitel
|14:30 || |
Your Valued Customer: Differentiating Service and Enhancing the Customer Experience
Jason Scott Livingston, Director of Customer Services, BioWare Ireland, Galway - Electronic Arts Inc.
How to develop, focus, and drive a corporate strategy of customer experience that sets you apart from the competition and delivers against the challenge of customer loyalty and retention. The opportunities in balancing best practice, costs, and challenges in your people and tools to deliver The best customer experience.
- The key best practices in any strategic framework that a customer support organization should have to elevate you above your competition
- The essential "secret" element in delivering customer loyalty and customer advocacy
- Lessons learned from developing, establishing, and delivering an idea of customer support to a successful global 365x24x7 support model….from scratch to success
|15:00 || |
Roadmap Toward Operational Excellence
Piotr Machowski, Acting Chief Operating Officer, UPC Poland
Now more than ever, operational excellence is a must-have as organisations battle for customers in an uncertain economy and with restricted resources. To succeed a company needs to embrace a customer centric culture, a Business Process Management methodology and enabling IT solutions. In this session, you will find out how you can effectively use BPM, involve your employees, and use feedback from your customers to design a roadmap toward operational excellence.
- A case study of a BPM technology that helped to improve customer satisfaction and decreased operational costs
- An example of an effective Innovation Program for employees
- A practical framework for using voice of customers and closing the continuous improvement loop
|15:30 || |
Breakout Sessions - Create, Communicate, and Connect
Participant-driven discussions focusing on your key challenges and
Choose one of the following:
MS1. The Great Debate: Revenue vs. Cost vs. Service
Bill Payne, Vice President of CRM and Industries in Global Process Service, IBM
Véronique Verhulst, Customer Service Manager EMEA, CaridianBCT
David Hingley, Head of Planning and Insight, Shop Direct Group
Jan Smets, Director Marketing & Customer Service, Residential Customers and Mass Channels, bpost
Manuel González Frutos, Sales Service & Contact Center Director, Spanair
Shaun Parkin, Customer Care Manager, EMEA, Toshiba Europe
Stephen West, Interim Customer Service Director, Weight Watchers International
Matteo Dell’Orto, Head of CRM Business, Vodafone Italy
There are many economic uncertainties facing European countries, businesses, consumers, and ultimately those charged with the provision of customer care. In the past, the mantra was "invest to save" within your customer-centric organisation. The new reality for many is "save to save". What, if any, is the proper balance of resources required to drive revenue vs. deliver service excellence that drives satisfaction, loyalty and retention? And in the current environment, what does that balance cost and how is it measured? Are you unlocking resources to find ways to reduce costs while protecting or improving customer experience? Is your enterprise emphasizing revenue generation and growth opportunities; or is it more focused on cost savings; or a balance of both? How do you defend these sometimes indefensible choices? What is the impact to your technical and labor investments and contact center processes? Is the evolution of customer analytics helping you reach the right balance?
- An analysis of different models and priorities in regards to revenue, service and cost and how they are deployed in customer centric organisations
- Insight into the impact of different techniques and priorities on revenue, service and cost across a variety of industries
- Ideas for using data-driven approaches to provide customer insights to drive valuable fact-based business decisions
MS2. Leveraging Customer Interaction History and CRM to Nurture Relationships
Derek Williams, Author and Creator of The WOW Awards,
The WOW! Group
Increasingly businesses are aligning and building customer relationships to increase profit, with organisations such as Apple, Google and Amazon leading the way. Explore how to leverage an increasing variety of structured and unstructured data to enhance our ability to build trust and empathy with customers quickly. Whether objectives are to increase service standards or to improve needs-based selling, exploring customer needs to ensure relevant and timely information is key to our success.
A guide to the essential requirements from customer analytics and CRM
Effective ways to use the insight to support customer contact activity and business change programmes
Insight on when and where to be proactive or reactive in using customer insight
Best practices for adapting to a multi-channel environment
|16:30 ||Networking, Refreshment, and Exhibition Break |
Hosted by: Dimelo
|17:00 || |
VISIONARY PERSPECTIVES FROM DEUTSCHE TELEKOM
Taking Multichannel Service to the Next Level
Beck Cao, International Self-Service Manager, Deutsche Telekom AG, T-Mobile Netherlands BV
Hear best practices and lessons learned by one company in their journey toward building multichannel call centres. Get their insights on customer flow technologies and optimisation of workforce skills for efficiency and revenue generation in the new environment.
- A technology framework of optimised customer service
- A guide to tools used in multichannel customer service to deliver efficiency and revenues
- Examples of implementations of multi channel customer service building blocks
|17:30 || |
Strategies for Increasing Sales in a Multi-Language and Multichannel Contact Centre
Alexandra da Silva, Director Central Reservations & Customer Service, NH Hotels
Serving over 400 hotels across 25 countries throughout EMEA is no mean feet, especially when your stakeholder directive is to increase revenue without increasing any outgoings. Not only that but a common challenge facing most call centre's lies in incentivizing agents from multiple different cultures, backgrounds and even pay grades is a huge task. NH Hoteles has managed to accomplish just that and in this session we will focus on the different incentive scheme’s rolled out in each country and how that translated to increased revenues at a minimal cost to the hotel chain.
- Country by country focus on incentive schemes
- Best practices for selecting the right channel to transition from an enquiry to a sale
- Results and metrics - translating motivational programs into sales
|18:00 || Networking Reception |
|19:30 || Meet in Hotel Lobby for Wine and Dine Departure |