Agenda Day One - Monday 22nd May 2023 [CEST]
8:00 am - 9:30 am
Registration & Networking Breakfast
8:30 am - 8:35 am
Customer Contact Week Exchange: Welcome From the Event Director
Kiera Martin, Event Director, CCW Europe
8:35 am - 8:45 am
Chairperson's Opening Remarks & Welcome
8:45 am - 9:15 am
Fireside Chat: Activate the Full Potential of Your Multigenerational Workforce
Antonius Michielsen -
Vice President of Customer Success,
Thermondo
We know that customer experience will differ significantly dependent on age and demographic. In fact, we are experts in it. It’s the basics of segmentation and we tailor our products and services accordingly. But how much thought are you putting into your multigenerational workforce?
Leading and managing teams during the extraordinary age of the 4-generation workforce presents a unique opportunity for collaboration and innovation in ways never before possible. If we want to prepare for the future of work and win the war on talent, it will require adapting to generational motivations, expectations, communication styles and career aspirations.
Join us in this fireside chat as Tony shares his insight on building a workplace fit for the future.
9:15 am - 9:45 am
Presentation: The Personalised Agent Interface as the Key to Better Customer Service
Diana Schroeter -
Senior Flex Account Executive,
Twilio
How to support your customer service agents to provide better and personalised customer service.
9:45 am - 9:55 am
Networking Break
10:00 am - 10:30 am
One-to-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
10:35 am - 11:05 am
One-to-One Business Meetings
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
11:10 am - 11:55 am
Panel Discussion: Building Blocks & Pitfalls in CX Transformation
Jule Parulewski -
Senior Director Global Customer Service,
Lufthansa Cargo
Aleksandra Swierzynska - Global Director, Customer Experience, OLX
Priscilla Batista - Head of Customer Experience and Digital Transformation EMEA, Straumann Group
Natercia Rodrigues - Senior CX Lead, Global Product Strategy, Roche
- How to improve internal cross-functional collaboration, increase customer-centricity, make customer insight available across the organisation and establish CX accountability
- Optimal-channel over omnichannel strategy: Understand which channels and services will add the most value to the customer
- Deliver a simplified, unified and consistent experience for the customer
Priscilla Batista
Head of Customer Experience and Digital Transformation EMEAStraumann Group
11:55 am - 12:25 pm
Presentation: EnBW Customer Service Becomes Ecosystem-Ready with ThinkOwl Case Management
Marius Gerwinn -
Conversations Expert | CEO,
ThinkOwl Europe | fileee GmbH
Normen Deutschmann - Product Owner Case Management, EnBW AG
• Challenges in customer service at EnBW
• How AI-based case management makes customer service more transparent
• Efficient customer communication thanks to the self-service strategy
12:25 pm - 12:50 pm
Presentation: User Experience Design: Customers are Humans Too
Robin Fransz -
Global Design Strategist, Customer Experience,
MSD
12:55 pm - 1:25 pm
One-to-one Business Meetings
1:30 pm - 2:30 pm
Networking Lunch
Enjoy a delicious lunch over conversation with your CX peers.
2:30 pm - 3:00 pm
One-to-one Business Meetings
3:05 pm - 3:35 pm
One-to-one Business Meetings
3:40 pm - 4:40 pm
Roundtable Discussions
Join these highly collaborative 60-minute group discussions with your peers. You will have the choice to attend one of three sessions taking place across multiple tracks. Share your CX insights, troubles, advice and everything in-between!
Roundtable Discussion: A
3:40 pm - 4:40 pm A: How to Successfully Implement Conversational AI Hans-Joachim Belz - Product Owner Voice AI, Carglass Germany- Deploy a humansised conversational AI strategy that aids employees and frees up resource for high-value empathy focused tasks
- Discuss the data protection, ethics and transparency considerations with voice AI
3:40 pm - 4:40 pm
B: Championing Women in Leadership
Silke Robeller -
Director Customer Success & Back Office,
Rainforest Alliance
- Overcome common roadblocks to women advancing in leadership, including: imposter syndrome, unconscious bias, caring responsibilities, the gender pay gap and more
- Success stories and advice on advocating for yourself and others facing diversity and inclusion barriers
3:40 pm - 4:40 pm
C: Strategies to Gain Buy-In For CX Transformation
Mat Neumann -
Director Customer Experience EMEA,
CooperVision
- CX is your biggest leverage during difficult periods of business – this session will share advice and best practice on gaining executive support and sponsorship
- How to create a roadmap, balance resources and set yourself up for success
