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

Pre-Conference Workshops

11:00 am - 11:30 am Workshop Day Registration

Customer Contact Innovation

11:30 am - 1:00 pm Workshop A: Implementing a winning customer strategy that links system, data, process and business priorities
·         Design your customer strategy with an end in mind: What does a successful customer delivery strategy look like?
·         Linking business priorities, systems and processes with customer journey
·         Obtaining a deeper understanding of your customers through data
·         Realign your customer model and metrics to fit your organizational goal
·         Redesign the process to remove barriers and give options to your customers
Jean-Pierre Beelen, Principal Consultant Customer Business Innovation at KPN

Jean-Pierre Beelen

Principal Consultant Customer Business Innovation
KPN

Technology: Automation, AI & Analytics

11:30 am - 1:00 pm Workshop B: Combining the power of RPA & AI to drive business efficiency and customer value
·         What are the customer operation areas where RPA and AI can make the biggest difference?
·         Ensuring end-to-end process optimisation through an enterprise wide automation and AI strategy
·         Implementing RPA fueled by AI to reduce human efforts in customer contact

Cultural Transformation

11:30 am - 1:00 pm Workshop C: Creating a high performance team to drive customer ambition: A hands on approach
Mario Middendorp, Head of Global Customer Care at VEON Wholesale Services at VEON

Mario Middendorp

Head of Global Customer Care at VEON Wholesale Services
VEON

1:00 pm - 1:30 pm Lunch

Customer Contact Innovation

1:30 pm - 3:00 pm Workshop D: Translating CX programmes into business value
  • Understand how to define the best CX measures, metrics and business value for your organization
  • Show how to “connect-the-dots” from CX program to metrics improvement to business results
  • Learn the art and science of quantifying the value of customer experience
  • Discover the common “pitfalls” of quantifying CX value - and tips for avoiding them or fixing them
  • Learn ways to embed structure for CX benefits into your internal processes and governance
  • Examine ways to think differently about business results and ROI
  • Understand the implications of building a structure and foundation for CX benefits realization
  • Build your communication message to the C-Suite to secure funding for your CX program
Diane Magers, CEO at Customer Experience Professionals Association (CXPA)

Diane Magers

CEO
Customer Experience Professionals Association (CXPA)

Technology: Automation, AI & Analytics

1:30 pm - 3:00 pm Workshop E: From IVR to Chatbot: A self-service evolution into the cognitive world
From FAQ to Chatbots, companies continue to invest in self-service channels; virtual assistants and chatbots are providing a world of new opportunities yet companies are struggling to demonstrate ROI.   
·         Identify the business case for self-service strategies
·         Designing self-service strategy focusing on ease of use for a frictionless experience
Making the self-service channel stick: developing strategies for behavioural change and user adoption for self service

Cultural Transformation

1:30 pm - 3:00 pm Workshop F: Emotional intelligence in customer contact in the cognitive age
·         How can emotional intelligence and empathy be used to power customer service and improve customer experience?
·         Developing an emotional intelligence framework to make a positive impact at every touch point
·         Harnessing AI-based solutions while keeping the human touch
Martin Hill-Wilson, Blogger, Customer Contact Thought Leader at Brainfood Extra

Martin Hill-Wilson

Blogger, Customer Contact Thought Leader
Brainfood Extra

3:00 pm - 3:30 pm Afternoon break

Customer Contact Innovation

3:30 pm - 5:00 pm Workshop G: Next Generation Omni-Channel Customer Contact: AI, NLP & Chatbots

Technology: Automation, AI & Analytics

3:30 pm - 5:00 pm Workshop H: Integrating customer data and harnessing the power of analytics to deliver personalised experience
·         How much do you really understand your customers: Data-driven customer personalisation
·         Integrating customer data across different channels to paint a full picture of the customer profiles
·         What are the tools and technologies available for you to not only understand but also predict customer behaviours
Women in leadership is becoming an ever more important area of topic as we see more and more female leaders rise to the top and break the glass ceiling. In this specially designed workshop session, our prestigious female leader panellists will share their personal journeys and practical tips to inspire and help accelerate your leadership skills. 
Marie Skinner, Global Head of Contact Centres at Dorchester Collection

Marie Skinner

Global Head of Contact Centres
Dorchester Collection

Petra Mengelt, Head of B2B - Business Relations at Mash

Petra Mengelt

Head of B2B - Business Relations
Mash

Helen Gillett, Managing Director at Affinity for Business

Helen Gillett

Managing Director
Affinity for Business

Melanie Stemerdink, Manager Customer Services at InShared

Melanie Stemerdink

Manager Customer Services
InShared

5:00 pm - 5:30 pm End of Pre-Conference Workshop Day