11th Annual Strategic Customer Excellence Summit

6 - 7 April 2022 | Vienna

We have entered a human-centric era. These are the times when the humanistic approach defines everything from the general vision of your company to day-by-day activities. Leaders across various industries have to take a hard look at what the current state of the business is and reflect on potential inefficiencies. The situation is constantly changing and companies prepare for the next level of excellence with their customers. But is the path forward really clear? How to face customers’ needs and still remain highly productive and progressive?

The 11th Annual Strategic Customer Excellence Summit is an interactive business conference that will provide you with valuable tips from top players on developing an award-winning customer service strategy, customer service-driven team, customer engagement guidelines, identifying and implementing new technologies within CX, the importance of omnichannel communication and much more. Our customer excellence meeting has been designed for C-Level decision-makers from cross-industry companies in order to give you a chance to gain insights and benefit from remarkable case studies.

Do not wait and be the first to get valuable insights from top players in different industries, find solutions for your work, network, and establish important business contacts. Reserve your seat at this business event and do not miss to hear more than 16 real-life case studies.

Hottest topics that will be discussed this annual

  • The main technologies in the CX which will be the mainstream in the nearly future
  • Putting customers at the center of your leadership and operations strategy: Is it beneficial for your company?
  • Trust issue & customer engagement: How to build a trusting relationship with your customer?
  • Customer as a co-creator of your customer service excellence: What kind of
  • representative’s power should you give your customer?
  • The increasing importance of omnichannel servicing: How is it displayed on CX?
  • Ways to empower your employees to achieve excellent customer service
  • Should we rethink the quality of customer service in the post-COVID-19 world?
  • On the way to your customer excellence: Guidance on all customer touchpoints
  • How to strike the right balance between personalization and functionality in the customer journey?

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Nadezhda OBEREMOK

Managing Director, Corporate Customers

CASE STUDY DAY 2

Modern SAAS Services: How to Turn Customers into Real Brand Promoters

Showcase of SaaS services that allow without code or sophisticated development influence customers satisfaction, and as a result - extend customer lifetime value.

• Customer relationship management SaaS platform as a tool to automate sales and customer communication process
• How to adopt technologies such as neural networks, big data, recommendation technologies to accelerate customer experience
• Chat-bots and smart targeting in internet
• AI recommendation services

Paolo PORRATI

Head of Customer Service

CASE STUDY DAY 1

The Short Circuit of the Customer Experience – Dismantle the Managerial Approach Without Dismantling Managers

The current corporate narrative provides for the large enhancement of the customer’s needs, which is associated with the simultaneous enhancement of the needs of the company's workers and the continuing importance of the expectations of the stakeholders. Right in the middle is the figure of the manager, who increasingly doesn’t have operational and cultural tools to reconcile the different needs. A potentially explosive situation that few are recognizing.

• A wonderful world: when expectations were reasonable and affordable
• The current scenario: conflicting need mean lack of satisfaction?
• How to protect your managers

Dr. Nicola J. MILLARD

Head of Customer Insight & Futurology, Global Innovation Team

CASE STUDY DAY 1

The Autonomous Customer: Cloudy with a Chance of AI

It’s been only a year since our last regular global temperature check of customer attitudes – known as the ‘Autonomous Customer’ - but what a year! We’ve seen many of the changes already happening in consumer behaviour being turbo-powered by the pandemic. Digital customer experiences have become part of our daily lives – whether it’s shopping, education, banking, working, or talking to our friends and family. It’s been a giant global experiment in living online and evidence suggests that some of these changes will stick. How will organisations cope with billions of new interactions? What will be the impact on the contact centre?

• Insight on customer expectations of digital customer experiences and the contact centre
• A reality check on the channel mix and technologies that customers are looking for and how the pandemic has influenced this
• Views from the agent front line on the challenges facing them in serving these autonomous customers and embracing a more hybrid workplace

Patrick APOSTOLO

Corporate Operations Director EMEA

CASE STUDY DAY 1

Delivering the Promise – Making Our Customer Experience Consistent

Designing your customer experience is a complex task – but making the organisation fit to deliver the customer experience you desire consistently, is even more complicated. Deploying the right technology enablers into your operations’ ecosystem and advancing into service industrialization are key elements, vital for your hotel’s success.

Thomas KYRIACO

CSR Customer Director

CASE STUDY DAY 2

“One Click Healthy” – A Digital Journey Engaging Retailer & Manufacturer

How a unique collaborative initiative helped consumers make healthier choices while strongly engaging Carrefour, Danone, and other manufacturers.

• Collaborative framework: Different roles for retail + industry
• Running a 360° digital activation for healthier lives: The journey
• First results & next steps

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, 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

Sponsors

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