The #1 European event series for progressive
contact centre, CX and digital service leaders
07 - 09 October, 2024
| The Passenger Terminal & Mövenpick Hotel Amsterdam City Centre
Conference Day One - Tuesday, 10th October 2023 [CET]
7:30 - 8:30
REGISTRATON & NETWORKING BREAKFAST
8:30 - 8:35
CCW EUROPE 2023: WELCOME FROM THE EVENT DIRECTOR
8:40 - 8:50
CHAIRPERSON’S OPENING REMARKS
Aymen Ismail -
Head of Customer Engagement Solutions,
smart Europe GmbH
8:50 - 9:20
FIRESIDE CHAT WITH CCW EUROPE’S STAR SPEAKER
Get ready to kick-off an inspirational day of customer management strategy, ideas and solutions with a one-off private audience with our headline speaker. Previous headline speakers include:
- Annemiek Van Vleuten
- David Coulthard MBE
- Lord Sebastian Coe
- Peter Schmeichel MBE
- Jo Malone CBE
- Michel Roux Jr.
Ellen White
9:20 - 9:40
PRESENTATION: A LESSON FROM LUFTHANSA IN TAKING CUSTOMER SERVICE TO NEW HEIGHTS
This session will share a glimpse into the behind-the-scenes of Lufthansa's approach to their CX strategy and the current CX trends. Learn how Lufthansa is empowering its customers to be in control of their journey through a range of customer channels, ensuring digital transparency and focused communication. As well as connecting the human factor with digital capabilities to provide a premium travel experience matched to the needs of any type of customer.
9:40 - 10:10
PANEL DISCUSSION: DISRUPT OR BE DISRUPTED: EXPLORING THE FUTURE OF CONTACT CENTRES IN 2024
Emma Wardle -
Director of Customer Service Operations UK&I Customer Servicing,
Experian
Carl McCartney - Customer Experience Director, Les Mills
Alice Hunt - Head of Technology Services, Hastings Direct
Sandro Percuoco - Head of CS Digital & Service Design, Ryanair
Katalin Fritz - Chief Customer & People Officer, Marley Spoon
Caitlin Neary - Director, Global Contact Centre, Dorchester Collection
Jann Hoffmann - Head of Contact Centre, Danica Pension
Aymen Ismail - Head of Customer Engagement Solutions, smart Europe GmbH
As the digital landscape continues to evolve and the next generation enter the workplace and marketplace, contact centers must keep pace with changing customer expectations, emerging technologies and evolving business models. In this dynamic keynote discussion led by global CCW Advisory Board member and SVP Marketing at Bright Pattern, Ted will walk us through a lively cross-industry debate from an expert panel on how we should be readying to disrupt, innovate and optimise in 2024 and beyond.
10:10 - 10:50
REFRESHMENTS & NETWORKING DRIVE
10:10 - 10:50
DEMO-DRIVE
Showcasing the practical use of state-of-the-art customer management technology – see the end application of the latest tools like never before!
TRACK A: CX AT SCALE
10:55 - 11:35 PANEL DISCUSSION: A GLOBAL PERSPECTIVE ON SUCCESSFUL LARGE-SCALE CX TRANSFORMATION· Critical factors for success in large scale CX transformation initiatives
· Strategies for engaging stakeholders and building buy-in for new initiatives
· The role of data, analytics, and technology in CX transformation
TRACK A: CX AT SCALE
11:40 - 12:10 PRESENTATION: BETTER INTELLIGENCE FOR BETTER EXPERIENCESMany organisations create emphasis on end-to-end experiences and favour long-term relationships over one-off transactions, but when it comes to elevating brand experiences and delivering holistic customer journeys, many find it a challenge. How organisations utilise technology and interactions to enhance, empower and support both customers and employees plays a core role in providing a better total experience. Join this session to hear how unstructured data, that already exists in conversations across your organisation, can be captured, structured and analysed to provide actionable insights that can be utilised to produce better outcomes for your employees, customers and business.
You’ll learn:
· Ways to get targeted and focused data-driven insights from existing customer conversations
· Tips on determining actionable and coachable moments for your employee development
· Ways to utilise insight beyond the contact centre to benefit the entire organisation
TRACK A: CX AT SCALE
12:15 - 12:40 PRESENTATION: ARE YOU MEASURING WHAT MATTERS? MOVING BEYOND NPS TO EMOTIONAL METRICS· How using a Customer Relationship Score can lead to boosted revenue, stronger customer trust and loyalty & boosted sales
· How to use one holistic metric that measures journeys in-store, online and throughout the customer lifecycle
· Understand whether you should replace traditional metrics or integrate with existing measurement systems
TRACK B: KNOWLEDGE, INSIGHT & ANALYTICS
10:55 - 11:35 PANEL DISCUSSION: ACTIVATE DATA & TURN CUSTOMER INSIGHT INTO IMPACT· The importance of integrating customer feedback into all aspects of the organisation, from product development to customer service
· Create a culture of customer-centricity that values, prioritises and democratises customer feedback
· Advice for engaging customers in the feedback process and leveraging insights to build brand loyalty and advocacy
TRACK B: KNOWLEDGE, INSIGHT & ANALYTICS
11:40 - 12:10 PRESENTATION: KNOWLEDGE MANAGEMENT & GENERATIVE AI IN DIGITAL CUSTOMER SERVICEGenerative AI has created exciting new opportunities to elevate and automate customer service and knowledge management (KM). What are the practical customer service use cases for generative AI? How can you mitigate risk and maximize value? Attend our session to find out.
TRACK B: KNOWLEDGE, INSIGHT & ANALYTICS
12:15 - 12:40 PRESENTATION: CUSTOMER SUCCESS: KNOWLEDGE, DATA AND ANALYTICS- Knowledge management – how to use knowledge management effectively to bring you faster to customer success
- Data - how to know what you need to help your customer
- Analytics – how to be effective in finding your own path
TRACK C: UNIFIED & SEAMLESS CX
10:55 - 11:35 PANEL DISCUSSON: FROM FRAGMENTATION TO FLOW: BEST PRACTICE FOR ORCHESTRATING CUSTOMER JOURNEYS ACCROSS MULTIPLE CHANNELS· Tips for identifying and prioritising key touchpoints in the customer journey where cross-channel orchestration can have the greatest impact
· The importance of continuous improvement and agility in adapting to changing customer needs and preferences across channels
· The role of technology in enabling seamless cross-channel experiences and driving operational efficiency
TRACK C: UNIFIED & SEAMLESS CX
11:40 - 12:10 PRESENTATION: HOW ELSEVIER APPLIED 140 YEARS OF ANALYTICAL RIGOUR TO BETTER UNDERSTAND ITS CUSTOMERSElsevier, publisher of the Lancet and many other prestigious academic titles, uses AI to analyse its vast libraries and create innovative customer products. But when it came to the contact centre, things were much less technologically streamlined. The number of Elsevier’s customer interactions were tiny compared with its total customer volume of 30 million people. Contact centre agent interactions were manually assessed, and agents received only a pass or fail score. In this session, Nil Cremers, Senior Director of Insights & Analytics at Elsevier, will explore how transforming Elsevier’s contact centre meant diving deeper into the data.
TRACK C: UNIFIED & SEAMLESS CX
12:15 - 12:40 PRESENTATION: THE CONNECTED CUSTOMER JOURNEY: A BLUEPRINT IN PREDICTIVE EXPERIENCE FROM BMW· Extend personalisation and proactivity across all touchpoints, from initial contact to post-purchase follow-up, to build long-term relationships
· Use proactive CX to increase customer loyalty, drive revenue growth, and differentiate your organisation in a competitive market
· Ensure you’re balancing the wow factor with doing the basics brilliantly
TRACK D: THE FUTURE OF CX
10:55 - 11:35 PANEL DISCUSSION: KEEPING UP WITH CUSTOMER EXPECTATIONS AND TECHNOLOGICAL ADVANCEMENTS- Understanding your business’ capabilities and current customer behaviours
- Prioritising improvements from customers perspective and how to lead the customer along to adapt to the changes
- Real-life lessons from when things were too much, too soon
TRACK D: THE FUTURE OF CX
11:40 - 12:10 PRESENTATION: BACK TO THE FUTURE: FUTURE PROOFING YOUR CX- Lessons learned on how to survive (and thrive) during times of extreme change
- The new technologies used to reinvent customer experience from the inside out
- How Zoom is using their own experience to enable other businesses to future proof their CX
TRACK D: THE FUTURE OF CX
12:15 - 12:40 PRESENTATION: THE NEW DYNAMICS OF CUSTOMER DELIGHT – HOW PORSCHE AIMS BEYOND SATISFACTION- Transforming a global metric: Why satisfied customers are not enough anymore for Porsche’s ambitious goals
- Evolving the customer conversation: How we implemented a state-of-the-art technological ecosystem for feedback gathering along the entire customer journey
- Inspiring the branded research experience: Why customer centricity is at the core of everything we do
12:45 - 13:45
NETWORKING LUNCH
INTERACTIVE DISCUSSION GROUP (IDG) SESSIONS (2 ROTATIONS)
SERVICE OPERATIONS
13:45 - 15:50 IDG A: WHERE’S MY STUFF? HOW TO FIX THE ROOT CAUSE OF CUSTOMER ISSUES & CUT CONTACT CENTRE INTERACTIONSSERVICE OPERATIONS
13:45 - 15:50 IDG B: OUTCOME OVER OUTPUT: HOW YOUR CX TEAM CAN BLEND INTO THE AGILE TRANSFORMATION TO ENABLE EFFICIENCY AND CUSTOMER CENTRICITYSERVICE OPERATIONS
13:45 - 15:50 IDG D: HOW YOUR AGENTS CAN PROVIDE PERSONALISED SERVICE AND DRIVE BUSINESS VALUE THROUGH CUSTOMER 360SERVICE OPERATIONS
13:45 - 15:50 IDG E: BUSINESS GAME ON (BACK-OFFICE) FORECASTING CHALLENGESMany back-offices suffer regularly from bad service times and at other moments from low occupancies…. it can even happen at the same time! This leads to high costs and a bad customer experience with potentially disastrous consequences.
In this business game, participants experience themselves how this arises. For a typical back-office, participants will make decisions concerning planning and hire & fire, can invest in forecasting and simulation to get predictions of future performance. Join us to get a hands-on experience of the difficulties of back-office planning and how to gain control.
CUSTOMER EXPERIENCE
13:45 - 15:50 IDG F: MANAGING THE AFFORDABILITY CRISIS: BEST PRACTICE FOR THE CUSTOMER JOURNEY AND COMMUNICATIONCUSTOMER EXPERIENCE
13:45 - 15:50 IDG G: HOW TO LOVE A FRUSTRATED CUSTOMERCUSTOMER EXPERIENCE
13:45 - 15:50 IDG H: BEST PRACTICE FOR EFFECTIVE CUSTOMER SERVICE SEGMENTATIONCUSTOMER EXPERIENCE
13:45 - 15:50 IDG I: GOING BEYOND SURFACE LEVEL METRICS TO MEASURE THE TRUE STRENGTH OF YOUR CUSTOMER RELATIONSHIPSCUSTOMER EXPERIENCE
13:45 - 15:50 IDG J: HOW’S YOUR CX PERFORMANCE? IS IT A FANTASY?DIGITAL TRANSFORMATION
13:45 - 15:50 IDG K: THE INSIDER’S GUIDE TO IMPLEMENTING ASYNCHRONOUS MESSAGING - WHATSAPP AND IMESSAGE AS A SERVICE CHANNELDIGITAL TRANSFORMATION
13:45 - 15:50 IDG L: BUILD A SUCCESSFUL OMNICHANNEL STRATEGY BY INTEGRATING YOUR CUSTOMER ENGAGEMENT PLATFORMSDIGITAL TRANSFORMATION
13:45 - 15:50 IDG M: DIGITAL FIRST CUSTOMER ENGAGEMENTDIGITAL TRANSFORMATION
13:45 - 15:50 IDG N: THE BEST OF BOTH WORLDS: BALANCING PHYSICAL AND DIGITAL CHANNELSDIGITAL TRANSFORMATION
13:45 - 15:50 IDG O: ORCHESTRATING THE NEXT GEN CONTACT CENTRE ECOSYSTEMIn the era of channel proliferation and constant change, what are the top learnings of the Digital Transformation journey so far, how to orchestrate the contact centre ecosystem and build a successful customer engagement strategy, how to remain flexible, agile and proactive and make the best use of legacy, new digital systems and AI/Automation, where to mitigate the risk and measure the success along the way to deliver the best CX at the optimal cost.
ACQUISITION, RETENTION & GROWTH
13:45 - 15:50 IDG P: WAVE GOODBYE TO TRADITIONAL ACQUISITION – THERE’S A NEW WAY TO WIN CUSTOMERSACQUISITION, RETENTION & GROWTH
13:45 - 15:50 IDG Q: THE CHURN MYSTERY: WHY CUSTOMERS THAT SEEM HAPPY LEAVE & HOW TO KEEP THEM Cathleen Doorenbosch - Vice President, Customer Care, Bumble
ACQUISITION, RETENTION & GROWTH
13:45 - 15:50 IDG R: BEYOND THE BOTTOM LINE: TURN YOUR CONTACT CENTRE INTO A STRATEGIC ASSETACQUISITION, RETENTION & GROWTH
13:45 - 15:50 IDG S: THE CHURN MYSTERY: LINKING CX TO SOCIAL MEDIA & MARKETING BRAND ENGAGEMENTACQUISITION, RETENTION & GROWTH
13:45 - 15:50 IDG T: DRIVING BUSINESS VALUE THROUGH CUSTOMER INSIGHT AND ANALYTICSAI-DRIVEN EXPERIENCE
13:45 - 15:50 IDG U: FROM SCRATCH TO SUCCESS, HOW TO USE CHAT GPT TO BUILD CUSTOMER SOLUTIONS IN-HOUSEAI-DRIVEN EXPERIENCE
13:45 - 15:50 IDG V: HOW GENERATIVE AI ELEVATES EXISTING CONVERSATIONAL AI IN CUSTOMER SUPPORTAI-DRIVEN EXPERIENCE
13:45 - 15:50 IDG W: SCALING CHATBOTS AND VIRTUAL AGENTS TO DRIVE CUSTOMER VALUE & COST REDUCTIONAI-DRIVEN EXPERIENCE
13:45 - 15:50 IDG X: AI & THE AGENT OF THE FUTUREAI-DRIVEN EXPERIENCE
13:45 - 15:50 IDG Y: ENTERPRISE GENERATIVE AI: CREATING LLM’S WITH ETHICAL GUARDRAILSFirst round: 14:15-14:55; Second round: 15:00:-15:40
15:50 - 16:30
AFTERNOON REFRESHMENTS
15:50 - 16:30
MASTERMIND NETWORKING GROUPS
Cut right to the chase and meet with likeminded peers who share the same business priorities as you. Choose from 5 groups to get acquainted: Operational efficiency, CX, EX, digital transformation, or acquisition, retention & growth
16:30 - 17:10
PANEL DISCUSSION: HOW TO CREATE AN EFFECTIVE BLEND OF IN-HOUSE AND OUTSOURCED CUSTOMER OPERATIONS
- Identifying the perfect balance of outsourcing to provide the necessary operational agility to manage demand peaks & crisis
- Analysing what a good relationship looks like between in-house and outsourced teams
- Ensuring the quality of service and brand experience consistency with BPO usage – evolving to keep up with the need for a seamless personalised service experience
17:05 - 17:35
PRESENTATION: TRANSFORMING CUSTOMER SERVICE: ALLIANZ’S JOURNEY TOWARDS AI-POWERED CONVERSATIONS
- Allianz boasts one of the world's largest contact center operations and is a front-runner in AI adoption
- Delve into how Conversational AI is pivotal to Allianz's CX strategy and gain insights into successful strategies for scaling voice bots
- Explore Allianz's vision for the future of Voice AI
Sponsored by: Cognigy
17:35 - 18:10
PANEL DISCUSSION: AI-DRIVEN CX: HOW FAR CAN YOU TAKE AI IN YOUR CUSTOMER JOURNEY AND SERVICE EXPERIENCE?
Doug Casterton -
Head of Operational Excellence,
GetYourGuide
Meko Elmekawy - Head of Digital S. Capabilities, EnBW Energie Baden-Württemberg AG
- Sharing implementation stories – obstacles faced with implementation, surprise findings and use cases, customer response
- Limitations, risks and considerations of AI-powered customer solutions – what does good tooling look like and what to look for?
- Future roadmaps for AI integration
