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

Marie Skinner


Global Head of Contact Centres
Dorchester Collection

Pre-Conference Workshops

Monday, October 7th, 2019


3:30 PM Workshop I: Women leadership in customer contact: Cracking through the glass ceiling

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. 

Main Conference Day One

Tuesday, October 8th, 2019


11:30 AM 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? 

Check out the incredible speaker line-up to see who will be joining Marie.

Download The Latest Agenda