11th Annual Strategic Customer Excellence Summit

6 – 7 April 2022 | Vienna

PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Marion REVIRIEGO

Transformation Head (Digital and Innovation, Customer Engagement and Strategy)

Paolo PORRATI

Head of Customer Service

Dr. Nicola J. MILLARD

Head of Customer Insight & Futurology, Global Innovation Team

Patrick APOSTOLO

Corporate Operations Director EMEA

Thomas KYRIACO

CSR Customer Director

CONFERENCE TOPICS 2022

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • 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?

Designed for

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from banking, telecom, retail, chemical/petrochemical, pharmaceuticals, aviation, hospitality, automotive industries involved in:

  • Customer Loyalty
  • Loyalty Program
  • Customer Retention
  • Brand Loyalty
  • Brand Management and Performance
  • Customer-Centric Culture
  • Loyalty Partnerships
  • Rewards and Loyalty
  • Customer Care
  • Customer Insights
  • Customer Journey
  • Customer Excellence
  • Customer Value Management
  • Customer Value Proposition
  • Customer Relationship Management (CRM)
  • Customer Operations
  • Customer Analytics
  • Customer Centricity
  • Customer Insights
  • Customer Engagement
  • User Experience
  • Customer Experience
  • Digital Customer Experience
  • Digital Transformation
  • Digital Marketing
  • Digital Products Enhancing Customer Experience
  • Head of Partnerships
  • Contact Centres
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

Dr. Nicola J. MILLARD

Head of Customer Insight & Futurology, Global Innovation Team

Paolo PORRATI

Head of Customer Service

CASE STUDY / DAY 2

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
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

Thomas KYRIACO

CSR Customer Director

Marion REVIRIEGO

Transformation Head (Digital and Innovation, Customer Engagement and Strategy)

CASE STUDY / DAY 2

Successful Customer Engagement in the Omnichannel World: 3 Key Success Factors

This presentation will cover the most important points of a strong customer engagement strategy. I will present the 3 key success factors and enablers to ensure the omnichannel strategy is correctly deployed.
1 – Listen to customers: Data-driven decision-making concept.
2 – Segment customers: Pharma versus other industries.
3 – Design customer journeys for each segment: Personalisation and now you are ready to execute a strong omnichannel journey for your customers. The transformation is achieved when the people`s habits change.

  • Introduction: Customer Engagement and Omnichannel connection
  • Terminology: Meaning of customer journeys in the pharma industry
  • Omnichannel 3 key success factors: Listen to customers, segment customers, personalised customer journeys to leverage omnichannel strategies (on both content and channels)
  • Mistake: Case study questions
CASE STUDY / DAY 2

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.

Patrick APOSTOLO

Corporate Operations Director EMEA

SPONSORS

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

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