"Attending CCW means putting your customers first." 

05 - 08 October, 2020 | Amsterdam

Main Conference Day One

7:00 am - 7:15 am Registration and morning coffee

8:00 am - 8:10 am CCW Europe Opening and Chairperson's remarks

Claudia Belardo - Director, International Customer Experience, SAP Concur
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Claudia Belardo

Director, International Customer Experience
SAP Concur

8:10 am - 8:40 am Keynote Case Study: Creating and reinforcing emotional engagement in a digitally savvy world through cultural, CX and performance transformation

Simon Separghan - Head of Customer Contact, RBS
In his new role at the Royal Bank of Scotland, Simon is leading a team to make a difference in building emotional engagement in a digitally savvy world - whether it be through high volume traditional voice to social media to growing omni-channel capability. Prior to this, his relentless focus on customer confidence and staff development at Barclays saw how the culture has reaped real rewards; as NPS grew by over 50 points and colleague engagement rose by 15% globally. Through his experiences across these recognised brands, Simon will discuss how organisations can keep up with change through a focus on culture and CX transformation.
·         Building emotional engagement in a digitally savvy world through cultural, proposition and performance transformation
·         Creating a culture of care and ownership within customer contact teams
·         Recognising empathy and knowledge are key to drive the best customer experience
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Simon Separghan

Head of Customer Contact
RBS

8:40 am - 9:10 am International Keynote: 5 keys in creating and measuring great omnichannel journeys

Ted Hunting - Senior Vice President of Marketing, Bright Pattern
As much as the term “omnichannel” has been used—and overused—it is surprising that so few companies are actually offering it. In this era of business disruption, effortless personal omnichannel is the key to winning yet both Gartner and IQPC estimate that only five percent of companies today are offering true omnichannel. So how do you get started? This session will give you the keys to getting started with omnichannel and specific ways to measure and ensure a consistent experience across all channels.
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Ted Hunting

Senior Vice President of Marketing
Bright Pattern

9:10 am - 9:40 am Keynote Case Study: Deutsche Telekom’s transformation path to personal + tailor made customer care

Dominik Bauersch - SVP Digital Business & Transformation B2B, Deutsche Telekom
Onno Hoffmann - VP Special Operations & Innovation, Deutsche Telekom
At CCW 2017 Deutsche Telekom shared a powerful case study on how they created an environment for their digital transformation to thrive. In this keynote session, Dominik and Onno will bring updates on their programme and focus on what they have done to deliver personal and tailor made services in a digital world.
 
·        How DT is personalizing important customer journeys and moving from reactive to proactive service
·        How DT is using messaging to establish “one on one” communication between agents and customers
·        How DT started to transform the frontline business for mobile customers to increase NPS and first done rates
·        How DT uses agile methods to strengthen team autonomy and push employee satisfaction
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Dominik Bauersch

SVP Digital Business & Transformation B2B
Deutsche Telekom

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Onno Hoffmann

VP Special Operations & Innovation
Deutsche Telekom

9:40 am - 10:10 am Intelligent Customer Service in the Experience Economy: How AI & ML are transforming Customer Engagement

John Heald - Global Vice President Solution and Strategy, SAP Hybris Service
Customer service is known for the volume of repetitive tasks, presenting a disruptive challenge to the experience of that crucial customer service moment, for customer as well as for the serving employee. The challenge has always been, how do we deliver a better, faster and more accurate service, whilst still fully  engaged and enabled with customers in the moment that really matters? Listen to how SAP, by harnessing customers data, and utilizing technology allow organizations to deliver a superior service moment, while enabling and encourage employees to shine.
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John Heald

Global Vice President Solution and Strategy
SAP Hybris Service

10:10 am - 10:40 am Case Study: How DHL Express optimizes the customer experience using Wonderflow's customer contact analysis platform

Cyrella Hofman - CX Program Manager, DHL Express
Riccardo Osti - CEO, Wonderflow
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Cyrella Hofman

CX Program Manager
DHL Express

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Riccardo Osti

CEO
Wonderflow

10:40 am - 11:10 am Solution Providers Demo Drives (Expo Hall)

CCW is all about making that critical connection to future proof your customer strategy. During this session, you will get the chance to hear from solution providers during a short pitch on their innovative solutions and how these can benefit your customer service transformation and visions. Please head over to the expo hall now!

11:10 am - 11:30 am Morning refreshments and networking break in the exhibition hall

Track A: Customer Contact Innovation

11:30 am - 12:00 pm Case study: Own the customer edge to own your markets: Riding the customer excellence journey with Cabify
Jacobo Dominguez-Blanco - Vice President of Customer Experience & Operations, Cabify
As a digital native travel industry disruptor, Cabify differentiates with service and support. Jacobo shares the key strategies they are embarking on to achieve global customer excellence:
·         An integrated global customer experience through social, community, app and self-service channels
·         Providing exceptional offline and online experiences
·         Developing natural language processing capabilities for bot programmes
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Jacobo Dominguez-Blanco

Vice President of Customer Experience & Operations
Cabify

Track A: Customer Contact Innovation

12:00 pm - 12:30 pm Delivering Exceptional Customer Service in the Luxury Hospitality Industry
Teon Rosandic - Vice President EMEA, Talkdesk
David Whiteside - Head of Operations, Onefinestay
For Onefinestay, a luxury venue matching service based in the UK, customer experience is everything. Join this session to discover how Onefinestay are delivering exceptional customer service to both their property owners and guests through the use of Talkdesk's innovate cloud based contact centre environment. David Whiteside will discuss how Onefinestay have improved agent efficiency and employee engagement by measuring call volumes and spike periods, reduced abandonment rate and used CRM data to better tailor experiences for their clientele.


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Teon Rosandic

Vice President EMEA
Talkdesk

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David Whiteside

Head of Operations
Onefinestay

Track A: Customer Contact Innovation

12:30 pm - 1:00 pm Case study: How has Lufthansa InTouch turned into a profitable business by improving operations and reducing unit cost at the same time
Tobias Vögtlin - Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer, Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)
5 years ago Lufthansa InTouch, the Competence Centre for Customer Service for the Lufthansa Group, were running at a loss with challenges to
achieve operational targets; In just 5 years, the group has overhauled their financial, commercial and customer operations infrastructure to catch
up on main KPIs, growing headcounts by 20% meanwhile turning into a profitable business! This case study will share key steps they have taken to
achieve this massive turnaround:
• Establishment of transparency on all financial and commercial aspects of the business
• Introduction of Commercial Steering for consistent business steering across the whole network
• Restructuring Customer Operations across the network for standardization and performance improvement
• Improving service level performance metrics and KPIs throughout increasing transactions
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Tobias Vögtlin

Head of Passenger Servicing Operations Hub Airlines & Chief Executive Officer
Lufthansa Global Tele Sales GmbH (Lufthansa InTouch)

Track B: Technology (Automation, AI & Analytics

11:30 am - 12:00 pm Case study: End-to-end process automation and optimisation for improved customer and employee experience
Annamária Tóth - Process Automation Manager, Digital Transformation CoE, A1 Telekom Austria Group
AI Telekom Austria set up a digital transformation centre of excellence focusing on identifying and implementing group wide automation programmemes. This case study showcases the key steps they have taken and the business impact they have generated within a year:
·         Implementing RPA, process mining and cognitive automation for end to end process and customer optimisation
·         From speech IVR, natural language processing to virtual assistants & chatbots: Creating smarter and more efficient customer interactions
·         Leverage network information for proactive care leading to better self-service
·         Overcome the language challenges: Develop a system that recognises and interacts with customers in Eastern Europe 
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Annamária Tóth

Process Automation Manager, Digital Transformation CoE
A1 Telekom Austria Group

Track B: Technology (Automation, AI & Analytics

12:00 pm - 12:30 pm Case Study: Achieving customer excellence through AI and a customer centric culture
Fernando Amaral - Director of Marketing, Unbabel
Corina Villarreal Canales - Product Manager, Customer Contact, Air France-KLM
Penny Worthington - Manager Customer Care, TomTom



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Fernando Amaral

Director of Marketing
Unbabel

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Corina Villarreal Canales

Product Manager, Customer Contact
Air France-KLM

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Penny Worthington

Manager Customer Care
TomTom

Track B: Technology (Automation, AI & Analytics

12:30 pm - 1:00 pm Case Study: Harness automation, data and AI programmes to support customers and reduce costs
Martin Ratolistka - Chief Data & Automation Officer, Kiwi.com
·         From UX to CX: Provide customers with the simplest interface possible
·         The use of voice recognition to understand customer requests
·         Implementing and scaling up automation: Cope with process complexities through home grown and third party solutions
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Martin Ratolistka

Chief Data & Automation Officer
Kiwi.com

Track C: Cultural Transformation

11:30 am - 12:00 pm Case Study: From strategy to execution – Travix’s customer operations transformation to enable customer satisfaction whilst driving down the cost
Mirjam Van Den Berg - Vice President Customer Operations, Travix
• Defining the future state of global customer operating model
• Pushing innovation and technology implementation to improve efficiency and customer satisfaction
• An ongoing journey to bring colleagues along the change and transformation
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Mirjam Van Den Berg

Vice President Customer Operations
Travix

Track C: Cultural Transformation

12:00 pm - 12:30 pm Chatbots: Are companies losing touch with their customers?
Nick Pegram - Head of EMEA, Bold360ai, LogMeIn
More and more companies are leveraging technology like AI to engage with their customers, but what does that mean for the brand’s relationship with its customers? This presentation will provide insights into AI-driven digital customer engagement and share best practices to help you get started with AI and chatbots for better and more scalable customer engagement while still providing the human touch.
  • Where will we see further integration of bots in day to day work?
  • Where have bots been successful?
  • How can bots manage sensitive communications?
  • Why do some bot projects fail?


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Nick Pegram

Head of EMEA, Bold360ai
LogMeIn

Track C: Cultural Transformation

12:30 pm - 1:00 pm Case study: A true people play on driving engagement and enablement
Petra Mengelt - Head of B2B - Business Relations, Mash
·         How customer expectations have changed in the last 5 years and what does that mean to your contact centre strategies?
·         Empowering agents in an outsourced environment: Actionable tactics of motivating the agents that don’t even get a pay check from you
·         Creating a development plan and career path for your agents for better retention
·         The devil is in the detail: How little things make a big impact? 
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Petra Mengelt

Head of B2B - Business Relations
Mash

1:00 pm - 2:00 pm Networking Lunch

Customer Contact Innovation

IDG A

2:00 pm - 3:25 pm Developing an optimal customer operating model: Back to basics
Ian Pattle - General Manager, Customer Service and Strategy, Ocado
·         How is remote contact centres and automation changing the outsourcing vs. inhouse contact centre planning?
·         What are the core metrics you should be focusing on with different operating models? 
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Ian Pattle

General Manager, Customer Service and Strategy
Ocado

IDG B

2:00 pm - 3:25 pm Revamping customer contact metrics in the Omi-channel environment to optimize contact centre performance
Chakib Abi-Ayad - Co-Owner, Manifone
  • What are the best metrics to measure the quality of multichannel customer service
  • How can speech metrics and analysis drive efficiency contact center operations


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Chakib Abi-Ayad

Co-Owner
Manifone

IDG C

2:00 pm - 3:25 pm Service design driving a customer-centric enterprise
Olivier Mourrieras - Founder, CX-impact
·         Is your service designed for your customers needs?
·         Developing competencies and capabilities internally 
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Olivier Mourrieras

Founder
CX-impact

IDG D

2:00 pm - 3:25 pm Own your digital edge: drive customer centric digital transformation
Jann Hoffmann - Head of Contact Centre Operations Management, Danske Bank
  • Develop the digital backbone of your business transformation
  • Develop an agile environment to consistently respond to customer needs

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Jann Hoffmann

Head of Contact Centre Operations Management
Danske Bank

Technology (Automation, AI & Analytics)

IDG E

2:00 pm - 3:25 pm Translating customer analytics into customer intelligence
Ted Hunting - Senior Vice President of Marketing, Bright Pattern
  • Driving customer analytics through different channels
  • It’s not just about data, reports and analysis. It’s what you do with them
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Ted Hunting

Senior Vice President of Marketing
Bright Pattern

IDG F

2:00 pm - 3:25 pm Speech analytics as a game changer in your contact centre
Arnaud Cavé - Product Marketing Director, Kiamo
  • Best practice in generating customer insights through speech analytics
  • How to make the best use of speech analytics technology?
  • How to measure the ROI of speech analytics?


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Arnaud Cavé

Product Marketing Director
Kiamo

IDG G

2:00 pm - 3:25 pm Deliver customer service through AI
Stefan van der Fluit - Manager, PolyAI
Join PolyAI’s team of ex Siri, Google and Facebook AI and discover what is and isn’t possible with automation in customer service.
·           The truth about AI in customer service
·           Why chatbots fail and what smart leaders should be doing about it


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Stefan van der Fluit

Manager
PolyAI

IDG H

2:00 pm - 3:25 pm From FAQ to Virtual Assistance: The good, the bad and the ugly of self service
Eric Vermillion - CRO, Helpshift
  • What have been the most effective self-service methods?
  • Is virtual assistance the future of self-service?


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Eric Vermillion

CRO
Helpshift

Cultural Transformation

IDG I

2:00 pm - 3:25 pm Develop a culture of “listening” with Audible
Tom Vickers - UK Customer Service Country Manager, Audible
• Creating customer love through engaged and passionate employees
• Making your agents the brand ambassadors: Innovative ways to engage your employees
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Tom Vickers

UK Customer Service Country Manager
Audible

IDG J

2:00 pm - 3:25 pm Innovate strategy and processes through customer feedback
Roberto La Rosa - Global Head of Customer Experience & Back office, The Level Group
·         Best practices in collecting customer feedback
·         How to best act on the customer feedback to refine your contact strategies
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Roberto La Rosa

Global Head of Customer Experience & Back office
The Level Group

IDG K

2:00 pm - 3:25 pm Future of work in customer contact
Markus Wagner - CEO, Chatvisor
  • What does the future hold for customer service and the call centre industry?
  • The role of colleagues in the age of AI


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Markus Wagner

CEO
Chatvisor

IDG L

2:00 pm - 3:25 pm The role of leadership in driving customer transformation
Helen Gillett - Managing Director, Affinity for Business
• What type of leadership behaviours are required to drive change and transformation
• How to keep the team engaged and united around the same goals?
• Sharing the examples of what has worked and what hasn’t?
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Helen Gillett

Managing Director
Affinity for Business

Benchmarker with Peers

IDG M

2:00 pm - 3:25 pm Best practices in Managing Mega Customer Contact Centres (Over 1000+ seat)
Arancha Martín - Global Contact Center Manager, Telefónica
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Arancha Martín

Global Contact Center Manager
Telefónica

IDG N

2:00 pm - 3:25 pm Best practices in Managing Large Customer Contact Centres (100 – 999 seats)

IDG O

2:00 pm - 3:25 pm Best practices in Managing small to medium contact centres (Less than 100 seats)
Melanie Stemerdink - Dedicated Engagement Officer, FINTREX
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Melanie Stemerdink

Dedicated Engagement Officer
FINTREX

IDG P

2:00 pm - 3:25 pm Best practices from challenger brands and the disruptive camp
Ian Payne - Workforce Manager, TripActions
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Ian Payne

Workforce Manager
TripActions

3:25 pm - 4:00 pm Afternoon Refreshments and networking break in the exhibition hall

4:10 pm - 4:40 pm Keynote Case Study: A holistic approach from Affinity for Business: Deliver award winning customer experience and workplace engagement in a highly competitive environment

Helen Gillett - Managing Director, Affinity for Business
Helen will share an inspirational story about about putting the employees and their wellbeing (in particular mental wellbeing) at the heart of their business purpose at Affinity for Business. It translates into sustained market leading customer experience and won them the award of Best Place to Work in the UK business awards 2018, 18 months after they set up as an independent business.
·         A holistic approach to delivering for customers by putting the employees at the heart of the business
·         Building and delivering business KPIs whist sustaining market leading customer experience
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Helen Gillett

Managing Director
Affinity for Business


4:40 pm - 5:10 pm Case Study: Driving End-to-End Transformation Through Automation to Improve the Customer Experience - Zurich Insurance

Chris Lamberton - Strategy Director, TrustPortal

Chris Lamberton

Strategy Director
TrustPortal

5:10 pm - 5:50 pm Big Idea Speaker: The Joy of work!

Bruce Daisley - VP, EMEA, Twitter
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Bruce Daisley

VP, EMEA
Twitter

5:50 pm - 6:20 pm Rockstar Plenary: Rules for Rockstars

James Dodkins - Founder and Customer Experience Rockstar, ROCKSTAR CX
In this high energy, entertaining and musical keynote you’ll learn lessons from a former real-life, award-winning rockstar.
This is the world's first and only musical CX Keynote. 'Customer Experience Rockstar' James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11. James is even going to dust the cobwebs off of his guitar to give you all a musical experience that you’ll never forget. You’ll learn James’ 5 ‘Rules For Rockstars’
  1. Nail the intro
  2. Create Superfans
  3. Put things right
  4. Make things clear
  5. Let teams rock
And maybe some surprises thrown in for good measure!
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James Dodkins

Founder and Customer Experience Rockstar
ROCKSTAR CX

6:20 pm - 6:50 pm CCW Europe 2019 Awards Ceremony

For the first time ever, CCW Europe 2019 is incorporating prestigious awards to recognise and celebrate individuals, teams and companies who are committed to driving the next level of customer strategies and experiences through innovation, operational excellence and relentless dedication on speedy and superior services. 

The Awards are part of Customer Contact Week Europe 2019, and the reception will be taking place on the evening of Tuesday, October 8th in Amsterdam.

6:50 pm - 8:50 pm Drinks Reception - at the fabulous OCEANDIVA