SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Gianluca PIPINO

Head of Portfolio and Customer Operations

CASE STUDY / DAY 1

Bancassurance: Customer Centricity in Operations

Bancassurance is a customer-centric channel by definition: offering an answer to insurance needs, leveraging on clients’ knowledge. Product innovation is not sufficient without an efficient, real-time, multichannel service model: telephone, website, app, branch and sales network are different touch points of the same integrated journey – activated on demand by the customer.

  • Customer expectations on digital experience from insurance is increasing and aligning to big digital players
  • Simplicity, convenience and transparency are key both on language, experience and product
  • Timing and touch points with Carriers are selected by customers: The service model needs to be designed to answer to this request
CASE STUDY / DAY 1

Redesigned Customer Experience Through Five Senses

The journey to leverage customer experience, from the pain points solving, to engagement through a five senses experience.

  • Customer expectations in the new global world
  • Real-time Voice of the Customer programme
  • Redesigned customer experience through five senses

Luis MESTRE

Altice Portugal B2C Segment Director

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Gianluca PIPINO

Head of Portfolio and Customer Operations

CASE STUDY DAY 2

Bancassurance: Customer Centricity in Operations

Bancassurance is a customer-centric channel by definition: offering an answer to insurance needs, leveraging on clients’ knowledge. Product innovation is not sufficient without an efficient, real-time, multichannel service model: telephone, website, app, branch and sales network are different touch points of the same integrated journey – activated on demand by the customer.

• Customer expectations on digital experience from insurance is increasing and aligning to big digital players
• Simplicity, convenience and transparency are key both on language, experience and product
• Timing and touch points with Carriers are selected by customers: The service model needs to be designed to answer to this request

Luis
MESTRE

Altice Portugal B2C Segment Director

CASE STUDY DAY 1

Redesigned Customer Experience Through Five Senses

The journey to leverage customer experience, from the pain points solving, to engagement through a five senses experience.

• Customer expectations in the new global world
• Real-time Voice of the Customer programme
• Redesigned customer experience through five senses

Lawrence CODLING

VP – CX & NPS

CASE STUDY DAY 2

Playing to Win – The Story of the CX Factory Team – Berlin

In early 2017, a vision was born, shining a light of hope through the darkness of corporate agnosticism. A small speedboat that would bring agility to the mighty tanker it served was set on a course of customer obsession. Thus began a relentless quest for user knowledge and customer truth, with a laser-focussed target of over-delivery and consumer delight...

• Building a CX programme – Dazzling stakeholders to CX via your team and their actions
• Cross-functional excellence in a world of COVID-19 and remote working
• Team challenges, team victories, team learnings

Chiara BROCCHI

Head of Customer Experience and Satisfaction Excellence

CASE STUDY DAY 2

Driving a New Physical Transformation Balancing "the Wow Effect", and Continuous Improvement

Sponsoring a customer-centric strategy is not a choice anymore, even in the insurance industry. Accelerated digital trends, challenging market expectations and efficiency targets are requiring both a clear roadmap and fast-paced decisions. Let’s reflect on how to drive a successful transformation, exploiting internal and external data sources, ensuring cross-organisation alignment, optimising the investment between innovative digital features and improved physical experiences.

• "Voice of the Customer" and "Voice of the Process" analyses to define your strategy
• Employees engagement with real-time monitoring "to walk in the customers' shoes"
• Deployment of a physical strategy to simplify customers, employees and distributors' journeys

Gonzalo CARPINTERO

SVP Operations EMEA

CASE STUDY DAY 2

Making Your Customer Experience Consistent

Designing customer experience is a very complex task, but making the organisation fit to deliver consistently the customer experience you desire is even more complicated. Deploying the right technology enablers into your operations ecosystem and advancing into service industrialisation are key elements to succeed.

• Service industrialisation
• Customer experience
• AI and process automation
• Employee engagement

Lawrence CODLING

VP – CX & NPS

CASE STUDY / DAY 2

Playing to Win – The Story of the CX Factory Team – Berlin

In early 2017, a vision was born, shining a light of hope through the darkness of corporate agnosticism. A small speedboat that would bring agility to the mighty tanker it served was set on a course of customer obsession. Thus began a relentless quest for user knowledge and customer truth, with a laser-focussed target of over-delivery and consumer delight…

  • Building a CX programme – Dazzling stakeholders to CX via your team and their actions
  • Cross-functional excellence in a world of COVID-19 and remote working
  • Team challenges, team victories, team learnings
CASE STUDY / DAY 2

Driving a New Physical Transformation Balancing "the Wow Effect", and Continuous Improvement

Sponsoring a customer-centric strategy is not a choice anymore, even in the insurance industry. Accelerated digital trends, challenging market expectations and efficiency targets are requiring both a clear roadmap and fast-paced decisions. Let’s reflect on how to drive a successful transformation, exploiting internal and external data sources, ensuring cross-organisation alignment, optimising the investment between innovative digital features and improved physical experiences.

  • “Voice of the Customer” and “Voice of the Process” analyses to define your strategy
  • Employees engagement with real-time monitoring “to walk in the customers’ shoes”
  • Deployment of a physical strategy to simplify customers, employees and distributors’ journeys

Chiara BROCCHI

Head of Customer Experience and Satisfaction Excellence

”Great to engage with like-minded people, good networking opportunities and some outstanding presentations

Area Director Retail Banking at HSBC

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