07 - 10 October, 2019
Beurs van Berlage, Amsterdam, Netherlands
Ronny Q. Haimé, Vice President - Global Head of Service Delivery at Groupon
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Ronny Q. Haimé


Vice President - Global Head of Service Delivery
Groupon

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

Download The Latest Agenda

Main Conference Day One

Tuesday, October 8th, 2019


5:00 PM Advisory Board Panel: Future proof of your customer contact strategies

The Advisory Board is a huge part of CCW globally. We rely on their experiences, insights and scrutinising opinions to bring the most cutting-edge topics, influential speakers and best practitioners on board to ensure our programme and agenda is the most relevant and beneficial for all who attend. This unique panel brings the 2019 Advisory Board Panel to centre stage and allows you to pick their brains on key challenges you have and their perspectives on the future of customer contact. 

CCW Executive Club

Tuesday, October 8th, 2019


2:00 PM CCW Executive Club

Key topics to be covered:
• Managing growth and CX to drive the future of global service excellence
• Scaling for growth: Building a sustainable customer success programmeme
• Creating a new organisational perception of the call centre
• The tricky balance – bottom line impact and customer centricity
• Attract, recruit and retain the next generation of talent

Key sessions include:
How has Lufthansa InTouch turned from a loss making into a profitable business improving operations and reducing unit cost at the same time
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