Main Conference Day Two
7:30 am - 7:55 am Registration and morning coffee
7:55 am - 8:00 am CCW Europe Opening and Chairperson's remarks
8:00 am - 8:20 am CCW Europe 2019 Awards Showcase Panel
The 2019 awards winners from last night will join us on stage to share their journey which has led them to take home the award in their categories. This is your opportunity to ask them what they have done differently and really gain insights into what it takes for successful customer strategy transformation.
8:20 am - 8:50 am Keynote: Adapt or die: Pivoting your CX strategy for Europe’s ever more influential consumers
· Journey into the minds of today’s customer: The “me”-conomy and how its impacting our customer engagement strategies
· The role of chatbots and future colleagues in the digital economy
· Why data is becoming ever more important in the future of customer engagement
Dr. Nicola J. MillardHead of Customer Insight and Futures
BT Global Services Innovation Team
8:50 am - 9:20 am Keynote Panel: Reimagine the future of customer, work, colleague and the digital employee to build your future proof strategies
As we discuss the changing behaviours of customers, let’s not overlook the changing landscape of the workforce with millennials and gen Z becoming a bigger part of our workforce. On top of that, the way of working the role of colleague is constantly being redefined. This panel will try to provide a future-looking picture for your customer contact and business transformation.
· The crystal ball moment: what will the future customer, work and colleague look like?
· How are technologies like cloud, remote working, sharing economy changing how we operate contact centres
· Developing an agile working environment where human and machine can collaborate
Simon SeparghanHead of Customer Contact
Taner KaracanVice President, Customer Experience Operations
9:20 am - 9:40 am Why messaging will soon be your customers preferred customer engagement channel?
- Convenience is the new loyalty
- Why WhatsApp will become the leading EMEA customer service channel?
- A messaging customer service maturity model to improve loyalty and reduce TCO?
- Why BYOB (Bring Your Own Bot) is a future proof AI strategy?
- How leading B2C brands excel in digital customer service?
Christoph NeutVP Sparkcentral Europe NV
9:40 am - 10:10 am Keynote: Contact Centre measurements: driving operations, following hypes or true indicators of value generation?
As part of his 2018 book “Contact Centre Management”, Jan Smets studied how Belgian contact centre executives typically report on their activities towards the C-level. Do we systematically reinforce the value-contributing role of the contact centre, or do we portray ourselves as something less noble? Key take-aways include:
· Insights on how contact centres typically report their activities, get seduced by hypes and run a risk of operational bias.
· A critical self-reflection on the image we paint
· A fresh perspective on “The big picture”, attempting to settle the eternal debate on whether NPS, Csat, Esat, CES is the more appropriate indicator
Jan SmetsDirector Retail and Customer Care
10:10 am - 10:40 am Thought Leadership Session Reserved
10:40 am - 11:00 am Morning refreshments and networking break in the exhibition hall
Track A: Customer Contact Innovation11:00 am - 11:30 am No service as the best service: Resolve customer issues before they even arise through customer care innovation!
As a fast growing internet business in the highly competitive and demanding travel industry, Tourlane has a unique customer vision: providing the best service throughout the customer journey and resolve potential issues before they arise. In this session, Jochen shares key components in Tourlane’s innovative approach:
· How to drive service across the entire organisation: customer services as a key differentiator for Tourlane
· Leveraging the CRM as the innovation backbone to predict and resolve issues before they arise
· Organising and training both the internal and external customer care team to deliver the best customer service
· Analytics as a key enabler to drive customer contact performance
Jochen HeidenbergerHead of Customer Care
Track A: Customer Contact Innovation11:30 am - 12:00 pm Case study: Putting customers in the driving seat of contact channel at Ocado
As the largest online only supermarket in the world, Ocado receives over 3 million contacts per year. Ian will share how they have given the channel choice to the customers to improve CX:
· Developing the channel strategy based on customer preferences
· Minimise customer effort and ensure resolutions through different channels
· Investing in technologies to promote self service and make it stick with customers
Ian PattleGeneral Manager, Customer Service and Strategy
Track A: Customer Contact Innovation12:00 pm - 12:30 pm Case Study: The rise of API: Design, integrate and optimise digital platforms to provide the next level of customer
· Redesigning the front end customer experience ecosystem
· Integrating third party platforms and in-house systems to ensure a seamless customer experience
· Developing horizontal and API capabilities to break down the silos
Track B: Technology (Automation, AI & Analytics)11:00 am - 11:30 am Case Study: Leaping towards the future of customer contact through automation, chatbot and omni-channel capabilities
- How Vodafone is transforming the customer experience by serving customers across all channels by scaling-up chatbots, automation and contact prediction globally
- The story of TOBi, our friendly, helpful, expert chatbot
- What are the key lessons learned during the global implementation?
Kevin KnowlesGlobal Head of Contact Automation
Track B: Technology (Automation, AI & Analytics)11:30 am - 12:00 pm Reinventing the client journey though analytics, AI and process optimisation - whilst reducing costs by 30-50%
- A fully integrated approach focusing on delivering great client journey: Having process managers, digital product owners and client service agents working together with a unified mission
- Sharing business results on implementing automation, speech analytics and chatbots
- How to keep your people engaged: the most important element
- Key learnings about collaboration between Business, IT and OPS
Bart van de SandeHead TB Operations and Commercial Client Services
Track B: Technology (Automation, AI & Analytics)12:00 pm - 12:30 pm Case Study: From conversation to enrichment: Building analytics capabilities as the next steps for virtual assistant
· Lessons learned through the implementation of chatbots and digital assistant
· Channelling through the right data to provide more customer information to enrich the conversation
· Leveraging the digital engine to provide data intelligence
· Developing internal digital capabilities through cultural transformation
Martijn FranssenDirector Digital Transformation Customer Service
Track C: Cultural Transformation11:30 am - 12:00 pm Guiding rules for EPIC CX(Customer Experience & EX(Employee Experience)
Technology and channels have moved on immeasurably, but the fundamentals of achieving great customer experiences remain the same. This session will explain these fundamental guiding rules and providing examples to show you how you can achieve this:
- Explain the 4 things(E.P.I.C) customers want
- Specify the 4 things (T.I.M.E) employees need to deliver great customer experiences
- Showcase real-life examples to keep customer experience EPIC and give employees TIME
Alex MeadCustomer Service and Experience Director
Edrington & ATPI
Track C: Cultural Transformation11:00 am - 11:30 am Revamping global contact centres through People, Process and Technology to deliver results: The Radisson’s Journey
After 23 years in the call centre industry, Alexandra has managed, transformed and turned around performances for multiple large enterprises from different industries. Her current priorities is revamping the global contact centre for Radisson, focusing on:
· How can contact centres become the revenue generating power house: driving the performance culture
· Tearing down inefficiencies: challenge the status quo in terms of process optimisation
· A step by step approach in technology deployment
Track C: Cultural Transformation12:00 pm - 12:30 pm Case Study: CX across global cultures and in a complex B2B2C market
How do you build an effective CX approach with a team that is spread very thinly across the world, when your direct customer is not the final end consumer and when complex systems are involved? That is the challenge facing the newly formed Customer Experience Team of PostNL’s Cross Border Solutions business unit. Mark will share the approach and challenges:
• What really is the challenge in a B2B2C global market?
• Where do you start and how do you convince your internal stakeholders that CX is a worthy investment?
• How do you then approach this challenge across geographies, markets and cultures
Mark EldridgeChief Customer Officer
PostNL Cross Border Solutions
12:30 pm - 1:30 pm Networking Lunch
Track A: Customer Contact Transformation1:30 pm - 2:00 pm Case Study: The Co-Op transformation story 2.0 – Becoming a business enabler
Jane & Claire shared the powerful transformation story that turned the Co-Op business around at the last edition of CCW. As their transformation journey goes from strength to strength, CCW 2019 invites them back to share how they have united all service functions and become even more relevant and strategic in enabling and supporting their business visions.
- From contact centre transformation to CSC (Co-Op Service Centre): Consolidating service functions to become a new business enabler
- Solving the business complexity and building end to end processes with a connected CRM system
- Channel expansion and integration to continue building relationship with customers
Jane McCallCo-op Service Centre Director
The Co-operative Group
Claire CarrollHead of Member and Customer Services
The Co-operative Group
Track A: Customer Contact Transformation2:00 pm - 2:30 pm Transforming agents from stand-ins to protagonists: how voice channel access fits seamlessly in the online customer experience
Your contact center agents are the main characters of your customer service offerings. You want to allocate their talents sparingly and provide self-service technologies for low-level customer inquiries. How can you decrease the quantity and increase the quality of phone calls as you seamlessly embed voice channel interactions into the customer experience? Offering accessible voice channel technology at critical moments of the customer journey increases trust and loyalty by exchanging empathy, creativity and passion through human interaction.
During this presentation we explore:
· the opportunities that the WebRTC protocol provides compared to traditional phone calls
· how it enables you to embed access to your human voices in a completely online customer experience
We’ll do our best not to get too nerdy, but please be warned that our enthusiasm might be contagious.
Gerard NijboerProduct Manager
Sound of Data
Track A: Customer Contact Transformation2:30 pm - 3:00 pm When true customer and people centric culture shines through: What’s behind it?
Every organisation talks about customer centricity yet few excel in this area. At Dorchester Collection, it’s not a topic as customer centricity comes naturally to all employees. Marie shares with us a jaw dropping story of customer centricity and key strategies that enable it:
· What does customer centricity look like at Dorchester Collection?
· How to fully engage and align a global workforce of 6,500 people around customer centricity?
· It doesn’t happen naturally despite the look: How to identify and recruit the right people to carry through the same culture?
Track B: Technology (Automation, AI & Analytics1:30 pm - 2:00 pm Case Study: Automate without losing the human touch: Deliver a smooth customer journey through self-service and AI implementation
· Evaluating the customer appetite for self-service to refine the functionality
· Chatbot vs. Virtual Assistants: Pioneering into the AI space and finding what has worked and what hasn’t
· Evolving the AI programme to create positive business impact
David RawleyCustomer Improvement Manager
Track B: Technology (Automation, AI & Analytics2:00 pm - 2:30 pm Case Study: Driving digital acceleration in customer experiences through NLP, AI and mixed reality
In this session, Chris will share TUI’s current focus on using NLP and AI to support guest experiences and contact centre agents. He will also touch on more experimental areas like how they are using mixed reality to enhance tour or excursion experiences.
· Sharing current innovation projects and results TUI Destination Experiences are working on
· Using machine learning and NLP to improve guest experience and in contact centres
· Understanding how technologies like augmented reality can be leveraged in different context
Chris CarmichaelInnovation Lab Manager
TUI Destination Experiences
Track B: Technology (Automation, AI & Analytics2:30 pm - 3:00 pm Case Study: A special ride with CarRentals.com: Journey into their cloud migration and CRM integration for improved customer satisfaction
As part of their broader digital transformation programme, CarRentals.com has been one of the early adopters to migrate their customer operations to the cloud. Oliver will share some of the key steps they have taken during the journey to achieve greater customer satisfaction:
· What have been the business drivers to transition to the cloud?
· Planning the key steps ahead to avoid roadblocks
· Managing transformation change to ensure successful project delivery
3:00 pm - 3:20 pm Afternoon refreshments and networking break in the exhibition hall
3:50 pm - 4:20 pm Realizing customer self-service and partner co-creation through Schneider Electric Exchange
One of the recent innovations Schneider’s digital customer experience team has been working on is to develop digital platforms to connect customers, partners and customer service directly through one single platform. Jochen will share the details of how this new initiative is driving new grounds of customer experience and growth.
• Taking customer self-service to a different level
• Developing a community around the industry ecosystem
• Driving customer service and growth through co-creation
Jochen SadlersHead of Digital Customer Experience