10th Annual Strategic Customer
Excellence Summit

13 – 15 April 2021 | Vienna

In the world of constant competition and instability the exploration of the digital, physical and social realms of customer experience may appear a key decision to create a unique and superior customer experience in all business-to-consumer markets.

The era of ceaseless change requires us to be prepared to the advancements of next-generation technologies, when traditional rule-based decision-making may not be able to adapt effectively to meet customer expectations and requirements. Is your company ready for the latest trends and innovations to make sure you are bettering your customer experience at your full potential?

Hottest topics will be discussed this annual

  • Customer experience sphere – A new battlefield for 2021
  • Service segment becoming the major influence on the customer experience management markets growth: Easiness and convenience for all kinds of customers
  •  Digital customers and their new shopping journeys: More and faster as a new standard
  • Managing a new nature of customer complaints: Tech complaints – The right response and resolutions
  • Omnichannel is the new norm: Why is such experience crucial?
  • How to interact with customers on various platforms coherently? Multichannel experience becoming omnichannel
  • Cognitive chatbots maintaining utmost customer experience: AI and ML conquering all the spheres, the best practices for CX implementation
  • ML and AI for optimising operations: The benefits of augmented data management
  • Does self-service technology assure customer satisfaction? Perceiving customer satisfaction with technology-based services

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Svetla SCHEIBER

Customer Success Manager

CASE STUDY DAY 1

Technology and Artificial Intelligence Transforming the Omnichannel Customer Journey

To remain competitive and sustain growth as the digital transformation reshapes the business environment, companies need to embrace innovation while delivering great customer experiences, operating with agility and empowering their people to be more productive. Join this session to understand how technology and artificial intelligence transform the omnichannel customer journey and connect teamwork across the organisation to enable successful customer outcomes at speed and scale.

• Transform the omnichannel journey and connect teamwork across the organisation to achieve customer success
• Embrace digital transformation and the use of artificial intelligence to deliver optimal customer experience
• Empower your team with the knowledge and tools they need to be at their best

Miguel Angel CARRASCO

Customer Care Director

CASE STUDY DAY 1

The Killer App to Digitalise

Orange Spain has clearly bet to open a strong messaging channel for its customers with great operational results. Customers and agents love it. Nevertheless, the main objective is to convert it into the main ally for the digital channel.

• The origin of the channel: How to build it and where are the hurdles
• Main KPIs you should take care of
• The business case: Does it fly?
• Should you move customers between channels? How to?

Achim DENINGER

Head of Omnichannel Experience & Transformation

CASE STUDY DAY 2

The Role of Digital Omnichannel Experiences in Physical Channels

Customer expectations when visiting retail stores changed during the last years. Even driven by the COVID-19 pandemic restriction, the focus on digital sales and service channels increases significantly. In the omnichannel game, creating an excellent digital customer experience in stores and consistent and relevant omnichannel journeys are key drivers for customer satisfaction and commercial success.

Carina AHLBERG

Head of Customer Experience

CASE STUDY DAY 2

Transforming Voice of Customer into Organisational Learning via Artificial Intelligence

How do we go from just looking at 5-star ratings or NPS to learning and also taking actions from our customer insights? If we dare take a step back from the KPIs we will understand that customer comments is a goldmine for developing our entire organisation. One challenge is to analyse and present the comments in a structured way and also make sure that everyone who needs this information gets it. At Volkswagen Group Sverige they are currently doing this.

• Voice of Customer for decision-making
• Customer journey as a structure that everyone can understand
• Artificial learning to structure and analyse data from many sources
• Make sure learnings are spread in the organisation

Aidan BOOTH

Director, Platforms Global Customer Care

CASE STUDY DAY 2

Amplifying the Voice of the Customer

In an age where technological innovation is paramount to long-term success, the importance of ensuring that we are listening attentive to our customers and solving their real problems is critical to retention and growth.

• In large organisations, the people who build the products are often removed from the customer
• Customer support teams have a unique opportunity due to their proximity to the customer and the frequency of touchpoints
• How do we turn the data we have into insights that drive innovation?

Among quite a number of conference I have attended, this was absolutely my favourite one. I really enjoyed it and learned many valuable insights and ideas that I will take home with me

Director Customer Experience Management at Turkcell

We offer to world’s leading companies at our summit

Case Studies

Experience leaders will provide you with lessons learned.

Networking

The chance for market-leading business knowledge networking.

Discussions

All attendees will have a great opportunity to discuss a selection of topics in small groups with their peers.

New Ideas

We are partnering with experienced professionals to provide creative ideas, inspiration, and guidance.

Allan Lloyds Summit mission is to exceed expectations

We are committed to achieving new standards of excellence by providing conference formats that encourages interaction, networking and high class knowledge sharing. With experts, well-supported staff, motivated to deliver quality, Allan Lloyds vision is to be recognized as the global leader in providing high quality business conferences.

What we offer to world’s leading companies

  • Experience-based case studies
  • Round table discussions
  • Impeccable networking opportunities
  • Limited number of seats in the audience ensuring friendly atmosphere
  • No media or press presence

Few photos from our summits

Event programme

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Inside you will find

  • What keynote speakers will be taking part in the exclusive speaking panel
  • What Case Studies will be discussed by our senior corporate speakers
  • The minute by minute breakdown of the conference