Agenda Day Two - Tuesday 23rd May 2023 [CEST]
8:00 am - 8:30 am
Registration & Networking Breakfast
8:30 am - 8:35 am
Chairperson's Opening Remarks & Welcome
8:35 am - 9:00 am
Presentation: A Masterclass in Nourishing Talent Through Learning & Self Development
Rita Carezzano -
Head of Customer Knowledge & Design,
lastminute.com
- Utilise community leaders, peer-to-peer learning, development paths, workshops and other tools to promote a self-learning environment
- How to achieve a 50% promotion and retention rate among employees in a workforce engagement scheme
- Ensure that your digital projects have a human focus and successfully incorporate and utilise employee feedback
9:00 am - 9:25 am
Presentation: Grow Customer Value During a Period of Uncertainty Through Proactive Engagement
Meko Elmekawy -
Head of Digital Capabilities,
EnBW Energie Baden-Württemberg AG
- Actively build better customer relationships through proactive engagement, trust and transparency
- Get a deeper understanding of customer needs with AI modelling
- Reduce churn and customer journey friction
9:25 am - 9:50 am
Presentation: From Chatbots to TikTok: How to Win at Customer Service in the Social Age
Aymen Ismail -
Head of Customer Engagement Solutions,
smart Europe GmbH
- How smart Europe have successfully branched out into messaging platforms such as Whatsapp, iMessage and social media platforms such as TikTok
- How to make an informed decision on which platforms to integrate to ensure customer value, how to manage GDPR regulations and how to ensure workload distribution
- Strengthen your brand USP and boost customer acquisition
9:50 am - 10:10 am
Networking Break
10:15 am - 10:45 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.
10:50 am - 11:20 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.
11:25 am - 11:55 am
Fireside Chat: Is NPS Dead? Here's a Deeper Approach to Closing the Loop on VOC
Katalin Fritz -
Chief Customer & People Officer,
Marley Spoon
- Understand which feedback programmes are providing the best results, the use of AI for predictive analytics and how to link a good VOC initiative to customer loyalty
- How to effectively manage data collection and privacy regulations
- Bring VOC best practice into Voice of the Employee
11:55 am - 12:20 pm
Presentation: Consumer Sustainability Strategy: Your Secret Advantage in a Cost-of-Living Crisis
Henny Steiniger -
VP Customer Experience, Customer Care & Loyalty,
MediaMarktSaturn
- How to make sustainability a meaningful economic strategy and a core focus of your customer roadmap
- Make products and services more accessible by promoting a culture of conscious consumption
- How to overcome resource and capacity challenges
12:25 pm - 12:55 pm
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.
1:00 pm - 1:30 pm
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.
1:30 pm - 2:30 pm
Networking Lunch
Enjoy a delicious lunch over conversation with your CX peers.
2:35 pm - 3:35 pm
Roundtable Discussion: Create a Recruitment & Retention Competitive Advantage Through Your Brand USP
Nina Holbrecht -
Department Head Retail Banking,
GLS Bank
- - How a German financial services leader & Co-Founder of the Global Alliance for Banking on Values built a competitive advantage with value-based, socio-ecological banking
- Create a more horizontal organisational structure with a people-first culture of transparency and equal opportunity
- Employee engagement and incentivisation tips and tricks that can be integrated into your business
- The importance of creating your ‘north star’
