07 - 10 October, 2019
Beurs van Berlage, Amsterdam, Netherlands

Main Conference Day Two

7:30 am - 7:55 am Registration and morning coffee

8:00 am - 8:30 am CCW Europe Opening and Chairperson's remarks

·         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
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Dr. Nicola J. Millard

Head of Customer Insight and Futures
BT Global Services Innovation Team

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Barbara Vanhauter

Global Lead Human Channels, Contact Centre, Digital Assistance and CRM
ING

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James Leech

Head of Customer Contact Cetre Transformation
Sainsbury's

9:00 am - 9:30 am Keynote Panel: Reimagine the future of customer, work, colleague and the digital employee to build your future proof strategies

Simon Separghan - Head of Customer Contact, RBS
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
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Simon Separghan

Head of Customer Contact
RBS

9:30 am - 10:00 am Keynote: Contact Centre measurements: driving operations, following hypes or true indicators of value generation?

Jan Smets - Director Retail and Customer Care, Bpost
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
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Jan Smets

Director Retail and Customer Care
Bpost

10:00 am - 10:30 am Thought Leadership Session Reserved

10:30 am - 11:00 am Morning refreshments and networking break in the exhibition hall

Track A: Customer Contact Innovation

11:00 am - 11:30 am No service as the best service: Resolve customer issues before they even arise through customer care innovation!
Jochen Heidenberger - Head of Customer Care, Tourlane
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
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Jochen Heidenberger

Head of Customer Care
Tourlane

Track A: Customer Contact Innovation

11:30 am - 12:00 pm Case study: Putting customers in the driving seat of contact channel at Ocado
Ian Pattle - General Manager, Customer Service and Strategy, 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
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Ian Pattle

General Manager, Customer Service and Strategy
Ocado

Track A: Customer Contact Innovation

12:00 pm - 12:30 pm Case Study: The rise of API: Design, integrate and optimise digital platforms to provide the next level of customer
Sampsa Laine - Executive Vice President, Head of Digital Banking CBB, Nordea Bank
·         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 
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Sampsa Laine

Executive Vice President, Head of Digital Banking CBB
Nordea Bank

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
Kevin Knowles - Global Head of Contact Automation, Vodafone
  • 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? 
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Kevin Knowles

Global Head of Contact Automation
Vodafone

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%
Bart van de Sande - Head TB Operations and Commercial Client Services, ABN AMRO
  • 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
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Bart van de Sande

Head TB Operations and Commercial Client Services
ABN AMRO

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
Martijn Franssen - Director Digital Transformation Customer Service, KPN
·         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
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Martijn Franssen

Director Digital Transformation Customer Service
KPN

Track C: Cultural Transformation

11:00 am - 11:30 am Revamping global contact centres through People, Process and Technology to deliver results: The Radisson’s Journey
Alexandra da Silva Rodrigues - Strategic Advisor for Global Contact Centers, Radisson Hotel Group
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 
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Alexandra da Silva Rodrigues

Strategic Advisor for Global Contact Centers
Radisson Hotel Group

Track C: Cultural Transformation

11:30 am - 12:00 pm Guiding rules for EPIC CX(Customer Experience & EX(Employee Experience)
Alex Mead - ATPI & Edrington, Customer Service and Experience Director
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

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Alex Mead

ATPI & Edrington
Customer Service and Experience Director

Track C: Cultural Transformation

12:00 pm - 12:30 pm Case Study: Marrying CX with OPEX: Reimagine customer journey with service design and process excellence
·         Linking customer journey with process development and technology investment
·         Designing and streamlining your internal process from the customer point of view
·         Creating and scaling up the service design approach to reimagine new SOP for elevated customer experience  

12:30 pm - 1:30 pm Networking Lunch

Track A: Customer Contact Transformation

1:30 pm - 2:00 pm Case Study: The Co-Op transformation story 2.0 – Becoming a business enabler
Jane McCall - Executive Transformation & Change Director, The Co-operative Group
Claire Carroll - Head of Member and Customer Services, The Co-operative Group
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
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Jane McCall

Executive Transformation & Change Director
The Co-operative Group

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Claire Carroll

Head of Member and Customer Services
The Co-operative Group

Track A: Customer Contact Transformation

2:00 pm - 2:30 pm Case Study: Developing and implementing key measurement metrics to create maximised impact Customer satisfaction
Arnaud Huet - Head of Customer Strategy, Société Générale
“In a customer-oriented company, the voice of customers indirectly influences decisions regarding the offers, the relational and the distribution model. We consider that, for a part of them, customer insights are the result of a factual and a subjective perception.
  • How can we deal with the subjectivity of the customer? – confronting his/her point of view with the current performance and find the right way to improve
  • How to articulate the customer insights and the performance? In this approach, internal KPIs are carefully chosen among those that make sense to the customers. It implies to engage and ensure key stakeholders from different departments to work closely to deliver customer satisfaction, together.
This presentation will showcase key measurement metrics and hands-on tips on how to impact customer satisfaction based on performance indicators”
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Arnaud Huet

Head of Customer Strategy
Société Générale

Track A: Customer Contact Transformation

2:30 pm - 3:00 pm Case Study: Reimaging the customer operating model based on what really matters to the customers
In the past four years, Andy and his team have reduced their claims time from 10 days down to 2 days. This has fundamentally changed the types of contact they have with customers and provided a great transformation ground for the team to really measure what’s important to the customers and take the feedback on board:
  • Start with the end in mind: Measure what really matters to the customers
  • Create a great place to work and empower agents to collect real feedback from the customers
  • Leverage NPS and EPS scores for customer and employee engagement 

Track B: Technology (Automation, AI & Analytics

1:30 pm - 2:00 pm Case Study: Automate without losing the human touch: Deliver a smooth customer journey through self-service and AI implementation
David Rawley - Customer Improvement Manager, Direct Line
·         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
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David Rawley

Customer Improvement Manager
Direct Line

Track B: Technology (Automation, AI & Analytics

2:00 pm - 2:30 pm Case Study: Driving digital acceleration in customer experiences through NLP, AI and mixed reality
Chris Carmichael - Innovation Lab Manager, TUI Destination Experiences
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 
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Chris Carmichael

Innovation Lab Manager
TUI Destination Experiences

Track B: Technology (Automation, AI & Analytics

2:30 pm - 3:00 pm Case Study: A special ride with CarRentals.com: Journey into their cloud migration and CRM integration for improved customer satisfaction
Oliver MacDonald - Director of Customer Operations, CarRentals.com
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
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Oliver MacDonald

Director of Customer Operations
CarRentals.com

3:00 pm - 3:30 pm Afternoon refreshments and networking break in the exhibition hall

3:20 pm - 3:50 pm A disruptive view on customer service and customer contact

Oke Eleazu - Chief Operating Officer, Bought by Many
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Oke Eleazu

Chief Operating Officer
Bought by Many

3:50 pm - 4:20 pm International Keynote: Deploying Automation at Marina Bay Sands to Improve and Shift Focuses on Customer Contact

Jeremy Tan - Director, Call Centre Operation, Marina Bay Sands
Operating a 24/7 contact centre has meant that over the last year, Marina Bay Sands has embarked on a digital transformation journey to embed more AI and RPA functions while still complimenting current functions and staff capabilities. Such automated functions has not only allowed for minimised entry errors, but has meant that the organisation can now focus on fronting customer interactions and activities for enhanced customer services. As a key speaker for CCW Asia and finalist for the Best Contact Centre Culture in 2018 at CCW Las Vegas, Jeremy will share the key strategies for successfully marrying RPA and contact centre agents within your organisation.
·         Learn and hear insights on implementing RPA in contact centres and the utilisation progress with call agents
·         Training agents on building internal capability to optimise technology usage
·         Getting the right mix between agent support and smart automation to uphold the right culture and productivity levels within your contact centre
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Jeremy Tan

Director, Call Centre Operation
Marina Bay Sands

4:20 pm - 4:50 pm Plenary: Developing a profitable customer strategy for 2019 and onwards!

4:50 pm - 4:50 pm End of main conference