CCW 2021 Executive Access Day

10:30 am - 11:00 am Keynote Panel: A data driven customer transformation: Turning data and KPIs into true insights to drives business value

Simon Harrow - Chief Customer Officer, iGO4
Maria Petersen - Vice President, Customer Intelligence, Dow Jones

Companies have increasingly turned to business intelligence and analytics not only to understand how the business is performing and why, but also to figure out where and how to improve customer experience and loyalty. As the data powerhouse, CX, research and contact centres are expected to play a much more critical role in driving customer insights and essentially business value. This keynote panel will draw valuable experiences from data rich organisations to help you embark on your data-driven transformation journey:

·        Driving a customer-centric vision across the organisations: A strategic and collaborative approach

·        What are the potential barriers and how to overcome them?

·        What tools can be deployed to drive insights? 

·        From “Descriptive” to “Prescriptive” and “Predictive” analytics: Key steps to create more profitable customer engagement

·        Repositioning contact centres as a more strategic business partner in driving insights


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Simon Harrow

Chief Customer Officer
iGO4

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Maria Petersen

Vice President, Customer Intelligence
Dow Jones

11:00 am - 11:30 am KPN’s key initiatives in developing the best in class omnichannel experiences

Martijn Franssen - Director Digital Transformation Customer Service, KPN
  • What are the key initiatives in transforming customer service and provide frictionless interactions and service through digital technologies
  • Driving digital customer experience by accelerating customer recognition, customer profile and data driven customer interactions
  • Leading the digital transformation of customer service to offer the best omnichannel experience
  • Improving real-time customer insights through new initiatives as Natural Language Processing, Robotic Process Automation, Speech to Text and Visual Process Mining
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Martijn Franssen

Director Digital Transformation Customer Service
KPN

8:00 am - 8:30 am Thought Leaders Exchange: Digital Customer Experience Development & Implementation

Claes Hessel - Head of Business to Business, Coop Sverige AB
Oke Eleazu - Chief Operating Officer, Bought by Many

Three experienced thought leaders will be invited to give a short and sharp first-hand perspective on how they have implemented digital customer experience in their organisations, the challenges they have been through and their unique approaches to overcome them.

Each thought-leader is challenged to provide 3 practical takeways from their journey and 1 burning question for the audience to actively participate and share their views. A perfect opportunity for peer-led benchmarking!

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Claes Hessel

Head of Business to Business
Coop Sverige AB

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Oke Eleazu

Chief Operating Officer
Bought by Many

3:00 pm - 3:30 pm Case study: Reinventing customer journey in financial service sector: Speed, Proactive & Transparency

Mitchell Baas - Head of Customer Service, New10, An ABN AMRO company

New10 was set up to provide business lending in a completely digital way. Mitchel will share a great story of how they have developed a fully digital experience for their customers with speed, proactivity and transparency as the key promises.

·        An innovation story: Reinventing business lending

·        What does a fully digital customer journey look like: An omni-channel approach

·        Intelligent chatbots and automation enabling data-driven decision making

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Mitchell Baas

Head of Customer Service
New10, An ABN AMRO company

8:00 am - 8:30 am Driving exponential business impact through innovation and customer transformation with automation, machine learning and analytics

David Bruce - Innovation Principal, Openreach
  • What’s the business case of AI in customer service and the bottom line impact?
  • Gaining deeper customer insights through AI assisted VOC programme
  • Leveraging data analytics to better understand and meet customer needs
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David Bruce

Innovation Principal
Openreach

8:00 am - 8:30 am Thought Leaders Exchange: Approaching contact centre transformation & automation differently

Anne-Sophie Andre - Customer Relationship and Operations Director, Opteven Group

Three experienced thought leaders will be invited to give a short and sharp first-hand perspective on how they have transformed their contact centres and adopted automation in their organiseations, the challenges they have been through and their unique approaches to overcome them.

Each thought-leader is challenged to provide 3 practical takeways from their journey and 1 burning question for the audience to actively participate and share their views. A perfect opportunity for peer-led benchmarking!  

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Anne-Sophie Andre

Customer Relationship and Operations Director
Opteven Group

3:00 pm - 3:30 pm Case study: Placing employee experience as the No. 1 OKR objective and what did that do to improve our customer experience?

Martin Mason - Head of Customer & Employee Experience, Tado
  • Reorganising and integrating customer and employee experience to improve NPS and customer satisfaction
  • Shifting OKR Objectives by focusing on “Making Tado a great place to work”
  • Developing and implementing a technology enabled CX strategy to mature and advance customer approach
  • A continuous focus on "Voice of the Customer" to drive customer centric product design
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Martin Mason

Head of Customer & Employee Experience
Tado

8:00 am - 8:30 am Case study: Reinventing Cloud Customer Experience and Training amidst pandemic for speed, efficiency and quality

Vinícius Zamperlini - Head of Cloud Customer Experience & Migration Professional Services COE, ING

Vini leads ING’s Private Cloud’s Customer Experience team and owns the learning and development catalogue in technology. Whilst maturing in their sercie management approach, COVID has pushed the team to completely reinvent their training methodology. Leveraging a new set of tools, the CX team has managed to drive a greater level of efficiency, reach and speed when doing this. Vini will share the journey and some of the key lessons learned during this session:

·        Building service management and maturing in customer experience for the ING Cloud migration

·        A much more powerful alternative to traditional training: 6,000 vs 100 trained in a year

·        Organic webinar Learning eats extensive training catalogues for breakfast  - how did we do it

·        What are the key lessons learned along the way

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Vinícius Zamperlini

Head of Cloud Customer Experience & Migration Professional Services COE
ING

4:00 pm - 4:30 pm Thought Leaders Exchange: The rise of the next gen talent and future skills and capabilities!

Peter Evans - Director Service & Performance, Business Service Operations, LEGO

Three experienced thought leaders will be invited to give a short and sharp first-hand perspective on how they are approaching their talent management at the current unprecedented times. Each thought-leader is challenged to provide 3 practical takeways from their journey and 1 burning question for the audience to actively participate and share their views. A perfect opportunity for peer-led benchmarking!

·        What is required of a new agents: looking for different type of candidate attributes

·        How are you differentiating yourself as an employer to attract and retain the new type of knowledge based super agents?

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Peter Evans

Director Service & Performance, Business Service Operations
LEGO