transformational customer engagement executive mindxchange ... · zone 2: social customer...

Customer Contact, Europe: 10th Anniversary

A FROST & SUL L I VA N E XE CUT I V E M I N D CH A N G E

13 - 15 June 2016Royal Olympic Athens HotelAthens, Greece

www.frost.com/cce#CCFrost

Part of our International Customer Contact Executive MindXchange Series

TransformationalCustomer Engagement

“Frost & Sullivan's Customer Contact

Executive MindXchange is not only a

well organised and busy event but also

a place for very open sharing and

exchanging of ideas and challenges in a

friendly and supportive environment.

The well-considered and relevant

programme is evident from the

up-to-date topics and widespread

thought leadership.People I met were constantly talking

about what they learned and how they

will be reshaping what they do back in

the workplace.” – Vice President,

Customer Service Excellence, Europe,

DEUTSCHE TELECOM l “A great

opportunity to network with

like-minded professionals to

collaborate, share and

interact.” – eCommerce Customer

Services Director, VF EUROPE l

“Great networking, good

brainstorming about real businesschallenges.” – Director, BOART

LONGYEAR COMPANY l “The

Frost and Sullivan Executive

MindXchange is a great event to hear

from industry leaders on topics that are

relevant across all sectors direct from

the people who are spearheading the

change. There is an honesty and level

of detail that is unusual in this type of

forum that ensures participants

can takeaway actionableinsight, along with new

connections and even offers to visit call

centres and offices to see the changes

for yourself!” – International Customer

Experience Manager, E. ON l “A good

way to share with your peers! It's a very

inspiring experience.” – Head of

C u s t o m e r R e l a t i o n s , D E E Z E R

thought leadership.

collaborate

actionable insight,

inspiring

10TH ANNIVERSARY

CUSTOMER CONTACT, EUROPEADVISORY BOARD

Frost & Sullivan extends its appreciation to the followingAdvisory Board Members for their expertise and support inensuring the agenda delivers relevant and valuable content.

Aernout ArendsRegional Service Manager, Western EuropeHTC

Charles CassarSenior Global Consumer Care Manager eCommerce Sales Strategy & Excellenceadidas International Trading B.V.

Saskia Dorbandt Senior Director, Corporate Aftersales Stepstone

Jean-Marc Dupont Managing Director, Customer ExperienceFedEx Express

Trygve HilleslandNordic ECC Director Elkjøp Nordic

Alexander Kuhl Head of Central Support Nintendo of Europe GmbH

Stuart Lidgett Head, Customer Service Excellence, EuropeDeutsche Telekom

Stephen LoyndGlobal Program DirectorDigital Transformation Group, Customer Engagement Frost & Sullivan

Donald MaidmentHead of Customer ServicePanasonic System Communications Company Europe

Jo Mayes Head of Customer ExperienceStandard Life

Mila Marcetta Director, Customer Service, EMEA Euronet Worldwide

Dan MorossDirector of Customer ServicesMOO

Elaine Murphy Global Director, Workforce Enablement Worldwide Customer Experience EA (Electronic Arts)

Colby Parrott PersellSenior Manager and Head of EMEA Customer OperationsSurveyMonkey Europe

Fabien Pelous Customer Contact Centres Program Director Air France - KLM

Manuela Pifani Head of Customer Strategy & ExperienceDirect Line Group

Silke Robeller Director, Customer ServiceBirkenstock GmbH & Co. KG

Jesper TheodorsenHead of Customer Service Big Point

Diethard VollmerGeneral Manager, Service SolutionsMedical Systems DivisionOlympus Europa SE & Co. KG

To register, email [email protected] or call +44 1865 398 644 • In US, dial 1 877 GO FROST (1.877.463.7678) • www.frost.com/cce2

Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

WHO YOU WILL NETWORK WITH

TOP FIVE REASONS WHY YOU SHOULD ATTEND EXECUTIVE PROFILE

82% of surveyed participants recommend sending 2 or more team members basedon the amount of networking opportunities and range of content being delivered.

MORE CONTENT THAN ONE PERSON CAN HANDLE

n Join our growing community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. Network with Vice Presidents, Directors, Senior Managers, and Heads of:

• Call Centres• Contact Centres• Customer Analytics• Customer Care• Customer Contact

• Operations• Quality Assurance• Sales & Marketing

• Customer Experience• Customer Satisfaction and Loyalty• Customer Service• Customer Strategy• Customer Support

AlgeriaAustriaBelgiumBulgariaChinaCzech RepublicDenmarkEstoniaFinlandFrance

GermanyGreeceHungaryIrelandIsraelItalyLuxembourgNetherlandsNorwayPoland

PortugalRomaniaSerbiaSlovakiaSpainSwedenSwitzerlandUnited Arab EmiratesUnited KingdomUnited States

EVENT COUNTRY REPRESENTATION

Executive 67%

Management

Other

32% 67%

ecutivEx e ecutivgMana

32% ementg

Other

1. Build Visibility in Your Organisation: Customer engagement is the next wave of innovation; the contact centre is perfectly positioned to help drive this transformation.

2. Get Ready: Ensure you have the people, process and technology to stay ahead of the revolution in customer expectations.

3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations!The open, candid discussions with customer care and customer experiencethought leaders are exercises in creative thinking and excellent platforms forgenerating great ideas.

4. See for Yourself: Join us for a site tour of a leading customer contact centre and get tangible examples of customer engagement excellence.

5. Relax, Have Fun and Make New Friends: Keep your contact list buildingand engines at high rev, while enjoying over unique networking events, including our Athens Taste & Tour, Part icipant Meet ‘n’ Greet, Welcome and Kickoff Reception, Four Truths and a Lie Networking Reception, and Dine Around Athens.

*please note this profile is based on past Executive MindXchange events

The Royal Olympic Athens Hotel is located in the heart of the city centre, boasting quick walks to the Temple of Olympian Zeus, the Parthenon archaeological site, National Garden and is perfectly located underneath the Acropolis and a short walk to the new Acropolis Museum.

This year's venue: The Royal Olympic

Athens Hotel

LOCATION, LOCATION, LOCATION ...

(Heads of, Directors, VicePresidents, ManagingDirectors, & Managers)

18:00 Suggested Arrival Time

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devotedto making new contacts and new friends.08:00 Athens Taste & Tour Check In

Join us for a unique experience of Athens’s historic centre and its deeplyrooted local traditions. Live like an Athenian and explore their daily rituals;enjoy the warmth of a Kalimera greeting and a Koulouri or Tiropita, and sample a treasury of Greek wine!

16:15 Sponsor Workshop

17:45 Sponsor Registration & Orientation Reception

18:15 Speaker & Thought Leader OrientationAn essential meeting for speakers, facilitators and confirmed thought leadersto preview the event, highlight your roles and network with fellow peers.

19:00 Participant Meet ‘n’ Greet This end-user/participant activity is your opportunity to identify right outof the gate – those peers who share challenges similar to your own. It's agreat way to find participants who have thought leadership you can benefitfrom and to facilitate later dialogues throughout the event.

19:30 Welcome Networking Reception and Event Kickoff

08:00 Registration, Continental Breakfast, and Exhibition08:30 Welcome and KEYNOTE – Disruptive Customer Care:

The Competitive Differentiator in a World of New and Evolving Business Models

09:25 Navigating Customer Contact, Europe

09:35 SUCCESS STORY – Pre-empting Customer Churn

10:05 Frost & Sullivan Customer Contact Executive MindXchangeAdvisory Board and Member Recognition

10:10 Networking, Refreshment, and Exhibition Break

10:40 CONCURRENT COLLABORATION ZONES - RoundtablesRoundtable sessions capture the power of all participants’ voices, insightsand experiences via group discussion and exploration of the issue at hand.Choose one of the following zones:

Zone 1: Voice of the Customer: Best Practices in Operationalizing Across the EnterpriseZone 2: Live Chat: Engaging the Customer in a Dynamic Real Time ExperienceZone 3: Geography Lessons: Customer Care Business Models for Operational

Efficiency, Effectiveness, and Quality

11:55 Session to Session Travel Time

12:00 CONCURRENT SESSIONS –Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel –Play the “wheel” to find out which of the industry's products and services willhelp you solve your challenges. It is a series of rapid fire, one-on-one meetingswith leading solution providers – both intense and fulfilling.(OR)

FROST & SULLIVAN VISIONARY INSIGHT – Game ChangingTechnologies on the Horizon

13:00 Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussionson pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.


14:05 CONCURRENT COLLABORATION ZONES - ThinkTanksThinkTank sessions employ interactive team exercises in a “roll up yoursleeves” learning environment.Choose one of the following zones:

Zone 1: Digital Transformation and Journey MappingZone 2: Social Customer Engagement and Online Communities


15:50 SUCCESS STORY – Smart Analytics: Predictive Insight for EnhancedCustomer Engagement

16:20 BEST PRACTICES – Transforming Your Customer Service into aPowerful Marketing Instrument

17:00 Four Truths & a Lie Networking Reception

18:15 Meet in Hotel Lobby for Dine Around Athens DepartureTake networking a step further and join us as we venture to Athens'culinary hot spots to see the town and taste the local cuisine. A greatopportunity to further relationships with your fellow peers in a relaxed,intimate setting!

“TRAVEL READY WEDNESDAY!”Feel free to come down in your most comfortable travel wear so you can check out early, store your bags and ensure a stress-free day.

08:30 Continental Breakfast and Exhibition09:00 Ice Breaker and KEYNOTE – Emotional Brand Engagement:

Nurturing Empathetic Agents 10:00 CASE HISTORY – Successful Execution of a Digital

Transformation Strategy10:30 Networking, Refreshment, and Exhibition Break

11:00 CONCURRENT COLLABORATION ZONES - MindsharesMindshare sessions bring together a panel of subject-matter expertsto tackle and discuss real-world business challenges and problems.Choose one of the following zones:

Zone 1: Proactive and Personal: Enhancing the Customer Experience and Relationship

Zone 2: Self-Serve Engagement: Designing and Delivering a "One Stop Shop" Experience

12:00 Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheondiscussions on pertinent industry issues. Dine and dish with industryexperts. The list of discussion topics will be available on-site.


13:05 CONCURRENT COLLABORATION ZONES - Peer CouncilsPeer Council sessions are participant-driven discussions focusing on yourkey challenges and concerns.Choose one of the following zones:

Zone 1: Multi-Cultural Intelligence: Crowdsourcing Customer Expectations and Channel Preferences

Zone 2: B2B Nuances: Raising the Bar on Service Levels

14:05 Session to Session Travel Time14:10 TALENT DEVELOPMENT – Hiring, Training, and Coaching for

Quality Outcomes 14:40 Networking, Refreshment, and Exhibition Break15:10 FUTURE FORWARD – How “Smart” is Changing Customer Support

and Enhancing the Customer Experience

15:40 INTERACTIVE – Top Take-Aways Panel – Weighing In on theImplementation Ideas from the 10th Anniversary Customer Contact 2016,Europe Executive MindXchange

16:15 Content for the 10th Anniversary Customer Contact, Europe: A Frost & Sullivan Executive MindXchange Concludes

16:30 CUSTOMER CONTACT CENTRE SITE TOUR - Shuttle Check-In for Tavros Site Tour

19:00 Customer Contact Centre Site Tour Concludes19:30 Customer Contact Centre Site Tour Shuttle Arrives at Royal

Olympic Athens Hotel

SUNDAY, 12 JUNE, 2016

ARRIVAL DAY

MONDAY, 13 JUNE 2016

NETWORKING DAY

TUESDAY, 14 JUNE 2016

GENERAL SESSION AND EXHIBITION

WEDNESDAY, 15 JUNE 2016

GENERAL SESSION, EXHIBITION, AND SITE TOUR

To register, email [email protected] or call +44 1865 398 644 • In US, dial 1 877 GO FROST (1.877.463.7678) • www.frost.com/cce 3

Arrive Sunday to participate in Monday's Networking Activities.


Schedule-at-a-g lance

Zone 1. Best Practices in Customer Engagement | Zone 2. Channel Strategy and Excellence | Zone 3. Contact Centre Models and Shoring Strategy

CHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONESCustomise your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Schedule-at-a-glance is preliminary and will be updated as information becomes available.

K E Y N O T E

10th Anniversary Customer Contact, Europe:

A FROST & SULL IVAN EXECUTIVE MIND CHANGE

Martin is a customer engagement and post silo business strategist. He is also an author, international keynotespeaker and chair. Working under his own brand, Brainfood Consulting, he delivers a range of master classes andinterventions. Current topics include empowered service cultures, omni-channel design, automation and selfservice, proactive service models, mobile and social customer service. All targeted at delivering disruptive serviceinnovation. Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering designand delivery service for embedding customer hubs – next generation customer engagement.

Martin Hill-WilsonFounderBrainfood Consulting

Stefan OsthausFounder and Managing Directorexperience5 GmbH

Disruptive Customer Care: The Competitive Differentiator in a World of New and Evolving Business Models

M A S T E R S O F C E R E M O N Y



Brian Fitzpatrick Partner, Senior Vice President & General Manager, EventsFrost & SullivanBrian Fitzpatrick is a Partner in Frost & Sullivan and is the Senior Vice President & General Manager ofEvents, Frost & Sullivan. He is responsible for the Best Practice creation and execution of Frost & SullivanEvents Globally. Prior to joining Frost & Sullivan in 2002, Brian leveraged his over 20 years of managementand leadership experience to manage over 300 global events, in North America, Europe and SouthAmerica. During this tenure, Brian had chaired more than five dozen of events and provided budgetingand financial management expertise to turn departments around from a loss to profit and successfullylaunch new business units, product lines and offices. Brian holds an MBA in International Finance.

Stefan has been a leader in Fortune 500 companies for more than 15 years. He has held global responsibility forthe customer experience of tens of millions of customers as well as employee experience of thousands ofemployees. Stefan helps leading organisations around the globe to combine their Customer and EmployeeExperience practices and treat them as two sides of the same coin. Stefan bases his insights on a success story ofhaving increased Fortune 500 company’s NPS score by 30 points, making them a leading CX player in their field.His latest book – The End of Work-Life Balance – is available around the world.


To register, email [email protected] or call +44 1865 398 644 • In US, dial 1 877 GO FROST (1.877.463.7678) • www.frost.com/cce

Networking Act iv i t ies

5

Taste & Tour Athens 08:00

Join us for a unique experienceof Athens’s historic centre andits deeply rooted localtraditions. Live like an Athenianand explore their daily rituals;enjoy the warmth of a Kalimeragreeting and a Koulouri orTiropita, and sample a treasuryof Greek wine!Participant Fee: €70

Monday, 13 June 2016

Participant Meet 'n' Greet19:00

Welcome NetworkingReception and Event Kickoff19:30

This end-user/participant activityis your opportunity to identifyright out of the gate – thosepeers who share challengessimilar to your own. It's a greatway to find participants whohave thought leadership you canbenefit from and to facilitatelater dialogues throughout the event.

Meet and greet your fellow peers and colleagues whileenjoying a little C&C, conversation & cocktails!

Tuesday, 14 June 2016

Four Truths and a LieNetworking Reception17:00

Enjoy playing detective, while deciphering the truthsfrom the lies! Guess correctly and you will be enteredto win a fantastic prize.

Dine Around Athens18:15

Take networking a step furtherand join us as we venture toAthens's culinary hot spots tosee the town and taste the localcuisine. A great opportunity tofurther relationships with yourfellow peers in a relaxed,intimate setting!Participant Fee: €65


Agenda


MONDAY, 13 JUNE, 2016

NETWORKING DAY

SUNDAY, 12 JUNE 2016

ARRIVAL DAY

18:00 Suggested Arrival Time

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted tomaking new contacts and new friends.

08:00 Athens Taste & Tour Check In Join us for a unique experience of Athen’s historic center and it’s deeply rootedlocal traditions. Live like an Athenian and explore their daily rituals; enjoy thewarmth of a Kalimera greeting and a Koulouri or Tiropita , and sample a treasury of Greek wine!

16:15 Sponsor Workshop17:45 Sponsor Registration & Orientation Reception18:10 Speaker & Thought Leader Orientation

An essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers.

19:00 Participant Meet ‘n’ GreetThis end-user/participant activity is your opportunity to identify rightout of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

19:30 Welcome Networking Reception and Event KickoffMeet your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails!

08:00 Registration, Continental Breakfast, and Exhibition

Welcome and KEYNOTE 08:30 Disruptive Customer Care: The Competitive

Differentiator in a World of New and Evolving Business ModelsMartin Hill-Wilson FounderBrainfood Consulting

Few organisations keep pace with evolving customer behaviours. In a world of ‘perpetual beta’,the strategy of investing in occasional technology and competency refreshes therefore fallsshort of delivering differentiated service experiences. As a consequence, planned, ongoing andco-created disruption now needs to become your new ‘business as usual’ model.

Key Take-Aways:

g The technique of 'horizon thinking' to kick-start a never ending challenge of doing things differently

g Examples of service frameworks that generate disruptive thinkingg The ingredients of a service disruption strategyg A checklist of essential changes and key conversations needed to make it happen

09:25 Navigating Customer Contact 2016, Europe

SUCCESS STORY09:35 Pre-empting Customer Churn

Nada Macicakova Head of Consumer RetentionO2

10:05 Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition


SUNDAY, 12, JUNE –TUESDAY, 14, JUNE 2016

TUESDAY, 14 JUNE 2016

GENERAL SESSION AND EXHIBITION

#CCFrost

Join the Conversation...

Featured Demonstration Hosted by:

CHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONESCustomize your agenda! Stay the course with one zone or bounce aroundto others. All collaboration zones are Power-Point Free, participant-drivendiscussions featuring creative thinking and idea generation.

Zone 1. Best Practices in Customer Engagement Zone 2. Channel Strategy and ExcellenceZone 3. Contact Centre Models and Sharing Strategy

Past Participants from the Information & Communication Technologies Industry

6


Agenda


CONCURRENT COLLABORATION ZONES – Roundtables10:40 Roundtable sessions capture the power of all participants’ voices, insights and

experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1. Voice of the Customer: Best Practices in Operationalising Across the Enterprise

FACILITATOR:Stefan Osthaus Founder and Managing Directorexperience5 GmbH

Anticipating customers' reactions to products and services in one way of doing business -listening closely to what customers have to tell us is much more promising and yet still achallenge to implement.

Identifying the key phases of the customer journey where listening is most beneficial is justone challenge. Then we are to avoid the pitfalls of oversized technical implementations thatwill leave us paralyzed rather than informed. Join this interactive session to identify the keychallenges in operationalising VoC in your organization and hear from your peers how they'vemastered those challenges.

Key Take-Aways:

g A framework for implementing VoC in your organisation g Success factors for your journey from pragmatic to sophisticated VoC implementationsg Proven ways of turning VoC data into actionable insights that improve your business

Zone 2. Live Chat: Engaging the Customer in a Dynamic Real Time Experience

Zone 3. Geography Lessons: Customer Care Business Models for Operational Efficiency, Effectiveness, and Quality


CONCURRENT SESSIONS 12:00 Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel Play the “wheel” to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

ORFROST & SULLIVAN VISIONARY INSIGHT– Game Changing Technologies on the Horizon

Stephen LoyndDigital Transformation Group, Customer ContactFrost & Sullivan

What is on the technology horizon for Customer Engagement as it undergoes its own form ofDigital Transformation? What should organizations consider that they may not know iscoming? Enterprises and vendors alike have much to consider in 2016.

This session will be examining themes such as:

g The role of exponential technology in Customer Engagementg How intelligence is increasing the effectiveness of tools such as messaging apps g How advanced sensors, imaging, and gamification will help deliver immersive customer

experiences going forward

Key Take-Aways:

g What's the next thing in Customer Engagement? What's visionary? g What is beyond the Internet of Things? g How should companies be repositioning for the future?

13:00 Food for Thought – Networking RoundtablesHosted by Industry Leaders Practitioners and solution providers host a menu of luncheon roundtable discussions on pertinent industry issues. Dine and dish with industry experts. The list of roundtable discussion topics will be available on-site.


CONCURRENT COLLABORATION ZONES – ThinkTanks14:05 ThinkTank sessions employ interactive team exercises in a “roll up your sleeves”

learning environment.


Zone 1. Digital Transformation and Journey Mapping

FACILITATOR:

Rachel Lane Director & Practice Leader Customer Analytics EMEAVerint

Many organisations today are rushing to create great digital experiences for their customers but frequently service design is completed without truly understanding the needs of your customer. This often results in the channel being launched and then quicklyneeding large changes.

Key Take-Aways:

g Insight in getting the customer journey map right the first time g Keys to making customer personas a strategic tool in the journey mapg Ideas to advance from current to future state without disrupting customer satisfaction

Zone 2. Social Customer Engagement and Online Communities


SUCCESS STORY15:50 Smart Analytics: Predictive Insight for Enhanced

Customer EngagementAndrew Mann Customer Data Director Coop

Data is not difficult: Aligning everyone in the organization around data to improvedata literacy and deliver breakthrough commercial success is! This session drawsupon case studies on successful data driven organisations to illustrate the bestpractices they employed to overcome the challenge.

Key Take-Aways:

g Guidelines to iInnovate and transform the customer experience by leveraging data-driven analytics and technology to drive growth and profitability

g Pragmatic ways to transform data literacy within the organisation through buildingstrong strategic and operational capability

g Insight into how best to link technical specialists to deliver commercial results

BEST PRACTICES16:20 Transforming Your Customer Service into a

Powerful Marketing Instrument Gökhan Uğurlu Customer Service DirectorSamsung Electronics

Customer service is changing…are you aligned with the opportunities emerging inthis new era? Do you know how to achieve breakthrough improvement? Are youreally bonded with your customer? Are you really considering the “customer voice”?

Key Take-Aways:

g Case study illustrating that touching the customer’s emotions is the most effectiveway to promote your service

g Questions to ask yourself regarding he efficiency of surveys; do they create expectations that are not fulfilled?

g New ways of datamining to gather customer feedbackg Steps to implement effective, proactive complaint management instead of reactive

complaint management

17:00 Four Truths and a Lie Networking Reception Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.

18:15 Meet in Hotel Lobby for Dine Around Athens Departure Take networking a step further and join us as we venture to Athens’ culinary hot spots to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in arelaxed, intimate setting.

TUESDAY, 14, JUNE 2016

Hosted by:

Past Participants from the Consumer Goods & Retail Industry


Agenda


Feel free to come down in your most comfortable travel wear so you can check out early, storeyour bags, and ensure a stress-free day.

08:30 Continental Breakfast and Exhibition

Ice Breaker and KEYNOTE09:00 Emotional Brand Engagement: Nurturing

Empathetic Agents

CASE HISTORY10:00 Successful Execution of a Digital

Transformation Strategy

Simon Hunter Director of Operations, Barclaycard Commercial Barclaycard

Most organizations aim to evolve the digital landscape of their business. The digitalworld is forcing organizations to evolve the landscape of their business and keep pacewith fast moving change. The organizational challenges of transitioning to digital areenormous and whilst there is a large appetite to make this happen, the digitaltransformational change ‘journey’ is fraught with challenges. This case study illustratesthe valuable lessons learned and the critical success factors as a division withinBarclaycard took this journey.

Key Take-Aways:

g A framework to support digital journeys g Insight and awareness on what can be deemed a ‘slow burner’ in digital adoption g Key success factors and pitfalls to avoid


CONCURRENT COLLABORATION ZONES – Mindshares11:00 Mindshare sessions bring together a panel of subject-matter experts to tackle and

discuss real-world business challenges and problems.


Zone 1. Proactive and Personal: Enhancing the Customer Experience and Relationship

PANELISTS INCLUDE:Charles Cassar Senior Global Consumer Care Manager eCommerceSales Strategy & Excellenceadidas International Trading B.V.

Amanda Cochrane Head of OperationsAXA Business Insurance

Gavin Kelly Director of Consumer BankingBank of Ireland

Petra Mengelt Director, Customer ExperienceEuroloan Group PLC

Louise Robinson Vice President Customer Service EMEASealed Air Corporation

Zone 2. Self-Serve Engagement: Designing and Delivering a“One Stop Shop” Experience

PANELISTS INCLUDE:

Dan Moross Director of Customer ServicesMOO

Manuela Pifani Head of Customer Strategy & ExperienceDirect Line Group

12:00 Food for Thought – Networking RoundtablesHosted by Industry Leaders Practitioners and solution providers host a menu of luncheon roundtable discussions on pertinent industry issues. Dine and dish with industry experts. The list of roundtable discussion topics will be available on-site.


CONCURRENT COLLABORATION ZONES – Peer Councils13:05 Peer Council sessions are participant-driven discussions focusing on your key

challenges and concerns.


Zone 1. Multi-Cultural Intelligence: Crowdsourcing Customer Expectations and Channel Preferences

MODERATOR:

Olga Quiros Director, Lodging Operations (EMEA)Expedia, Inc.

A brief case study of Expedia’s B2B contact centre will examine its initiative toidentify customer service expectations in different markets. The case will lay thefoundation for an interactive discussion that will follow on how to deal with culturaldifferences. While "My country is different..." is a sentence that is used often, whathas clearly been demonstrated is that even if cultural differences exist, customerbehaviors remain quite similar.

Key Take-Aways:

g Insight into the main cultural differences that could hinder your work efficiency g Ways to support customer service representatives in learning the differences and

then delivering excellent communication to customers g Ensuring quality and consistency (especially in regards to language and

cultural significance) g Observations of cultural differences affecting partnershipsg Ideas to address challenges to implementing key metrics given cultural

market differences

Zone 2. B2B Nuances: Raising the Bar on Service Levels


TALENT DEVELOPMENT14:10 Hiring, Training, and Coaching for

Quality Outcomes

Nina Bjørlo Head of Customer ServiceDHL Express Norge

Today's demanding environment requires forward thinking talent management of amodern workforce. It is a necessity to rethink how to hire, keep and developtomorrow's talent. What are the challenges of today’s workforce, and whatopportunities do we have to keep them motivated and engaged?

Key Take-Aways:

g Concrete steps to improving employee engagement by continuous focus on coaching and feedback

g Coaching and feedback models and implementation best practices g Lessons learned from the DHL Express journey and the critical success factors


WEDNESDAY, 15, JUNE 2016

WEDNESDAY, 15 JUNE 2016

GENERAL SESSION, EXHIBITION, AND SITE TOUR

‘‘Travel Ready Wednesday’’

Past Participants from the Financial Services Industry

8


Agenda


FUTURE FORWARD15:10 How “Smart” is Changing Customer Support and

Enhancing the Customer Experience

Ene Raja Head of Customer Service Division and Member of the BoardG4S Eesti AS

Rapid shifts in technology and social media are impacting today customer behaviorand therefore the way businesses are to be run. The economic importance is shiftingfrom product to customer relationship, which in turn has strong effect to serviceprovider strategy, set-up and processes. It is inevitable to create in smart customerrelations the skills and ability to follow rapid customer evolution – proactivity,increased knowledge standards, web solutions, communication in social media,enterprise transparency and speed.

Key Take-Aways:

g Success factors of smart customer relations management g Best practices as well as pitfalls of managing customer experience g Example of how enhanced experience management has positive impact on

enterprise financial results

INTERACTIVE15:40 Top Take-Aways Panel – Weighing In on the

Implementation Ideas from the 10th Anniversary Customer Contact, Europe Executive MindXchangeMODERATOR:

Stefan Osthaus Founder and Managing Directorexperience5 GmbH

PANELISTS INCLUDE:

Dan Moross Director of Customer ServicesMOO

Elaine Murphy Global Director, Workforce EnablementWorldwide Customer ExperienceEA (Electronic Arts)

Colby Parrott Persell Senior Manager and Head of EMEA Customer OperationsSurvey Monkey Europe

Participants at each Customer Contact Executive MindXchange come away with awealth of key learnings and it can be a challenge to take it all in. During thisinteractive session members of our Advisory Board will highlight the most importantthemes, key take-aways and lessons learned as a capstone for the event.

16:15 Content for the 10th Anniversary Customer Contact, Europe: A Frost & Sullivan Executive MindXchange Concludes

CUSTOMER CONTACT CENTRE SITE TOUR16:30 Tavros Site Tour – Shuttle Check InJoin us on a tour of Tavros, Multilingual Customer Experience Management (CEM)Hub facility operated by Teleperformance and dedicated to the European, MiddleEastern and African markets, where people's profiles, skills and motivation are vital tothe overall operating strategy.

The building, recognised and awarded as the Best Green Contact Centre and BestContact Centre Design in Europe by Contact Centre Industry peers, is located on amain artery that was first constructed 26 centuries ago and considered a designlandmark in contemporary Athens.

The facility currently serves some of the world’s best-known brands and successfulorganisations, supporting 76 Markets in 21 languages across multiple channels ofinteraction.

Following the tour, join us for a typical Greek bite and a chilly glass of wine.

19:00 Customer Contact Centre Site Tour Concludes

19:30 Customer Contact Centre Site Tour Shuttle Arrives at Royal Olympic Athens Hotel

WEDNESDAY, 15, JUNE 2016

Past Participants from the Travel & Hospitality Industry


A unique concentration ofknowledge, speakers, andparticipants to create aworthwhile learningexperience. – Director Marketing &Customer Service,Building Automation Systemsbpost

“”

A collection of like-mindedpeers sharing experiencesand best practices. – Director, Customer ServicesAllergan PharmaceuticalsIreland Ltd

“”

An excellent cross sectionof senior levelprofessionals both to speak and participate in anintensive, educational andmind expanding event –I have met likemindedprofessionals and I am surewe will stay connected!– Director, Sales & ServiceLV = Liverpool Victoria

“

”


Sponsors

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GROUP PACKAGES91% of surveyed participants recommended sending

2 or MORE executives!Contact us today to learn about the savings and benefits

you can receive and be sure to ask about ourTeam Experience Program.

For more information, please contact: Alan Bowman at +44 1865 398 644, or email him at [email protected]

For Sponsorship Opportunities, please contact Gary Robbins, Brand and Demand Solutions. Email: [email protected] Tel: +1 703.729.6386

Past Participants from the Gaming Industry

Virtual EventsInterested in getting live and interactive high-quality content right from your desktop? If so, then Frost & Sullivan’scomplimentary eBroadcasts are for you. By combining the immediacy of the web with the impact of streaming audio,these one-hour, topic-specific seminars, allow participants to exchange real-world experiences with senior-levelexecutives and key industry analysts.

Additional eBroadcasts are being added on a regular basis. For Frost & Sullivan’s latest eBroadcast calendar,

go to www.ebroadcast.frost.com

The Need for Speed: How Faster Application Development Drives A Competitive AdvantageLearn how the right, model-driven application development platform can help your organization evolve at the high speed needed toovertake the competition.Available Now: www.frost.com/needforspeed

Delivering Superior Support in the Omni-channel World: Optimizing Engagement with Today’s Connected CustomerDiscover how to optimize your support practices to address today’s mobile customer and improve the overall customer experiencewhile reducing support costs.Available Now: www.frost.com/engagement

Driving Call Centre Performance with Support Interaction OptimizationSupport Interaction Optimization (SIO) is changing the way call centres and support organizations resolve complex issues and deliverOlympic-caliber support.Available Now: www.frost.com/sio

Voice of the Customer: A New Era for Capturing Better Customer InsightsLearn how the right, model-driven application development platform can help your organization evolve at the high speed needed toovertake the competition.Available Now: www.frost.com/customerinsights

onDemand eBroadcasts:



Past Participants from the Manufacturing Industry


g Event Registration - Complete Series € 1585(95 Euro savings)

A-la-carte options:

g Event Registration - General Session Pass Only € 1495

g Athens Taste & Tour € 70

g Dine Around € 65

g Site Tour € 50

Registration/Pricing Schedule

Registration at Frost & Sullivan Executive MindXchange events is subject to review, and restricted to end user

practitioners. Therefore, we reserve the right to decline attendance to any company deemed to be a vendor in

the market.

Group Discounts AvailableContact: +44 (0)1865.398.644 (Europe)

1.877.GO FROST (US)(1.877.463.7678) for details

Register online! www.frost.com/cce

10th Anniversary Customer Contact, Europe:

A F r o s t & S u l l i v a n E x e c u t i v e M i n d c h a n g e

13 – 15 JUNE 2016 • Royal Olympic Athens Hotel • Athens, Greece

VENUE INFORMATION Royal Olympic Athens Hotel Athanasiou Diakou 28, Athens, Greece 117 43, GreeceTel: +30 21 0928 8400

Frost & Sullivan will be reserving a limited number ofdiscounted rooms at the event property. Please contact theproperty directly for rates, availability, and to book youraccommodations. Be sure to mention you will beparticipating in the Frost & Sullivan event.

TO REGISTER:

:ONLINEwww.frost.com/cce

*[email protected]

& PHONEContact: +44 (0)1865.398.644 (Europe)1.877.GO FROST (US)(1.877.463.7678) for details

Payment Procedures

Payment in full is required immediately upon registration and is non-refundable and also must be received by Frost & Sullivan prior to the event start date. If payment has not been received by Frost & Sullivan prior to the event start date you will not be able to attend the Executive MindXchange. If, for any reason, you are unable to attend the Executive MindXchange for which you are registered,and notify Frost & Sullivan in writing more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward registration at any other Frost & Sullivan Executive MindXchange.The credit must be used within 90 days of the original registration date and can be applied to any Executive MindXchange event scheduled up to one calendar year from the event for which you originallyregistered. Credits may not be transferred more than once, and all unused credit(s) will be forfeited after 90 days. Cancellation within 21 days prior to the event will incur a one time fee of €350. The remaining balance can be applied to any Executive MindXchange up to one calendar from the event for which you originally registered. Notification must be received by Frost & Sullivan in writing. Ifyou do not attend the event and fail to notify Frost & Sullivan PRIOR to the event, no credit will be issued. Every effort is made to ensure that the speakers noted in this brochure are present, but changesbeyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from www.frost.com/cce.

3-23-16

PARTICIPATION PACKAGE INCLUDES:

1. Complete access to our Customer Contact Executive MindXchange, including; allkeynotes, interactive workshops and non-stop networking

2. Complimentary subscription to our quarterly Customer Contact eBulletin

3. Access to our Customer Contact Power Point portfolio with insightful thought leadership and best practices from our event speakers

4. Access to dozens of Customer Contact industry articles & white papers

5. Complete access to our onDemand library of recent industry ebroadcasts

6. Membership to Customer Contact closed LinkedIn Community; available only toevent participants and other approved VIP companies

7. New Connections, New Friendships, New relationships

&

#CCFrostJoin the Conversation...

(Inclusive of: General Session, Taste & Tour, Wine & Dine, Site Tour)

Registrat ion


For information on how to sponsor a Frost & Sullivan Executive MindXchange, please contactGary Robbins at [email protected]

transformational customer engagement executive mindxchange ... · zone 2: social customer...

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