CCW Europe Executive Day
04 November, 2021
| Online
Agenda - Thursday 4th November (All times GMT)
2:50 pm - 2:55 pm
Opening Remarks & Welcome
2:55 pm - 3:40 pm
Panel Discussion - The Transformational Journey Toward the 'Connected Customer'
Danny Dario Winandy -
Head of Customer Sales & Service,
Carlsberg
Lisa Steele - Customer Services Director, BGL Group
Leonie Stolz - Customer Journey Expert, DAK Health
Jen Brown - Regional Marketing Director, Sprinklr
· How to create an omni-channel customer journey that truly reflect the connected customers’ expectations in speed, simplicity, authenticity and personalisation
· Discuss how we define success in the new age of customer contact – how do we monitor, attach KPI’s and measure the intangible results of CX?
· Progress from a traditional ‘call centre’ to a 360° support function for both customers and the business
3:40 pm - 4:40 pm
Roundtable Discussion - How AI-Powered Self-Service will Drive a More Inclusive Customer Experience
Jay Gupta -
AI Expert,
Talkdesk
As businesses become more digital, they also become more global and increasingly serve a worldwide customer base and multilingual markets. According to Talkdesk research, 84% of organisations believe customers expect self-service options 24/7.
AI techniques like real-time transcription, intent detection and sentiment detection can understand customer needs, provide contextual and personalised answers, and know when to hand-off complex cases to a human agent. With AI-powered self-service options, contact centres can provide customers with a barrier-free access to services, information and resources.
In this workshop, we will discuss:
• How AI-powered self-service can open up the opportunity to communicate with customers in different ways.
• How AI can be used to manage global business hours to serve different customer markets fairly.
• How AI can replicate the in-store/branch experience to customers who normally prefer in-person communication.
4:40 pm - 5:00 pm
Refreshment Break
5:00 pm - 6:00 pm
An Audience with... David Coulthard MBE
David Coulthard MBE -
Former Formula One Driver,
Broadcaster, Commentator and Entrepreneur
This November, CCW invite you to a once in a lifetime opportunity for a private audience with David Coulthard, Former Formula One Driver, Broadcaster, Commentator and Entrepreneur.
Winner of 13 Grands Prix, including twice winner of both the British and Monaco Grands Prix, David achieved a remarkable 62 podium finishes during a stellar 15 year Formula One career which saw him race against world class competition including Michael Schumacher, Mike Hakkinen, Fernando Alonso and Lewis Hamilton.
This exclusive and intimate interactive discussion is reserved for up to 25 executives. Join us as David shares memoirs on his extraordinary career and ‘winning formula’ of leadership, strategy and motivation the F1 way.
