SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Nadezhda OBEREMOK

Managing Director, Corporate Customers

CASE STUDY / DAY 1

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
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

Paolo PORRATI

Head of Customer Service

SUMMIT WILL HOST SPEAKERS FROM THE WORLD’S LEADING COMPANIES

Nadezhda OBEREMOK

Managing Director, Corporate Customers

CASE STUDY DAY 1

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 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

Dr. Nicola J. MILLARD

Head of Customer Insight & Futurology, Global Innovation Team

CASE STUDY DAY 2

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 1

“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

Dr. Nicola J. MILLARD

Head of Customer Insight & Futurology, Global Innovation Team

CASE STUDY / DAY 2

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
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

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

Very relevant topics for my workplace, challenges shared very recognisable.

– Head of Customer Insight, ABN AMRO Bank

Event programme

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