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
Workshop Day - Monday, 7th October 2024 [CET]
8:30 - 9:30
WORKSHOP REGISTRATION & NETWORKING BREAKFAST
TRACK A: SERVICE OPERATIONS
9:30 - 10:45 WORKSHOP A: EFFICIENCY & QUALITY IN GLOBAL OUTSOURCING: NAVIGATING CUSTOMER SERVICE ACROSS EUROPE COUNTRIES & 20+ LANGUAGES Filip Popovic - Head of Relationship Centre, Avon International- Learn strategies for selecting the right outsourcing partner among a wide array of options
- Gain effective methods for managing and collaborating with partners across diverse cultural and linguistic landscapes
- Discover tactics to overcome internal resistance within your team to embrace outsourcing as a strategic advantage
TRACK B: CUSTOMER EXPERIENCE
9:30 - 10:45 WORKSHOP B: QUALITY ASSURANCE REINVENTED: THE COMPLETE GUIDE TO REDEFINING & IMPLEMENTING GLOBAL SERVICE STANDARDS Károly Stöwer-Pál - Head of Global Quality and Coaching, eBay- Embrace standardisation and automation as pillars of future customer service excellence
- Understand the implications of new EU laws on setting a global foundation for service delivery and the challenges of transitioning from traditional methods to AI-driven approaches
- Establish quality as a foundational element driving multi-year transformation efforts across channels and touchpoints
TRACK C: DIGITAL TRANSFORMATION
9:30 - 10:45 WORKSHOP C: STRATEGIES FOR STREAMLINING CALL & CONTACT VOLUME THROUGH SELF-SERVICE- Combine technology and user experience improvements to streamline customer processes.
- Streamline self-service options to encourage users to find answers independently and reduce reliance on direct calls
- Personalise self-service options to engage customers and improve satisfaction
TRACK D: ACQUISITION, RETENTION & GROWTH
9:30 - 10:45 WORKSHOP D: ACCELERATE YOUR CAREER DEVELOPMENT WITH PROVEN STRATEGIES FOR AUTHENTIC LEADERSHIP & TACKLING IMPOSTER SYNDROME Joanne Kennedy - Chief of Staff, Head of Management Office, Sanofi- Hear more on the impact of diversity vs. a lack of diversity at leadership level, and how to equal the balance
- Identify the common triggers of imposter syndrome and management techniques to overcome roadblocks
- Network and build relationships with a closed-door group of peers and share your challenges in a secure and supportive environment
10:45 - 11:00
REFRESHMENT BREAK
TRACK A: SERVICE OPERATIONS
11:00 - 12:15 WORKSHOP E: INTEGRATE A COMPREHENSIVE VoC PROGRAMME THAT WILL SUPPORT ORGANISATIONAL EXCELLENCE- Address customer insight fragmentation and break down internal siloes by integrating a comprehensive VoC programme
- Enhance your understanding of customer needs throughout the organisation
- Enable proactive responses to close the loop on customer feedback and enhance service quality
TRACK B: CUSTOMER EXPERIENCE
11:00 - 12:15 WORKSHOP F: BUILDING A JOURNEY-LED CX PROGRAMMETransform the customer service experience with our journey-led approach. From building the right skills, to adopting the latest technologies, you’ll learn how to put the customer journey at the heart of your contact centre - and show the business impact to execs and senior stakeholders.
TRACK C: DIGITAL TRANSFORMATION
11:00 - 12:15 WORKSHOP G: THE ROLE OF CONVERSATIONAL AI IN DELIVERING PERSONALISED SUPPORT AT SCALE- Equip customers with self-service options powered by conversational AI, enabling them to resolve queries and find information quickly and independently
- Improve operational efficiency and resource allocation by automating routine tasks and inquiries with conversational AI technologies
- Stay ahead of the curve in customer service innovation by leveraging the latest advancements in conversational AI technology to anticipate and exceed customer expectations
TRACK D: ACQUISITION, RETENTION & GROWTH
11:00 - 12:15 WORKSHOP H: PREVENTING THE AGENT ATTRITION PLAGUE – STRATEGIES FOR IMPROVING RETENTION Casey Denby - Vice President of Sales, Former Global Leader of Training & Operations, Zenarate- What’s going wrong in agent hiring, development, and retention efforts today
- Key challenges of developing a best-in-class contact centre training program
- How does this problem relate to your Customer Experience and CSAT
- Tips and strategies for addressing the challenges
12:15 - 13:15
NETWORKING LUNCH
TRACK A: SERVICE OPERATIONS
13:15 - 14:30 WORKSHOP I: GLOBALISE YOUR SUPPORT OFFERING TO SERVE CUSTOMERS ANYWHERE AT ANY TIME- Embrace flexible support solutions to accommodate diverse customer needs and preferences across different regions
- Elevate customer satisfaction by offering support services that are available 24/7, ensuring assistance is always within reach
- Assess and refine your global support strategy to maximise efficiency and effectiveness in serving customers anytime, anywhere
TRACK B: CUSTOMER EXPERIENCE
13:15 - 14:30 WORKSHOP J: HOW TO BUILD A MULTILINGUAL DELIVERY STRATEGY IN 60-MINUTES Marie-Louise Gaughan - Head of Customer & Digital Experience EMEA, AloricaAre you navigating the complexities of multilingual delivery? Struggling to find and retain talent in your multilingual operations? Balancing escalating customer expectations on a diminishing budget? If the rapidly evolving landscape of global communication and the potential of Generative AI intrigues you, yet you're unsure how to harness these advancements for your business, this workshop is for you.
Get ready to experience a breakthrough in your multilingual CX strategy, where language no longer limits your growth potential. This session promises a practical guide to future-proofing your business and maximising customer engagement through innovative voice translation technology.
TRACK C: DIGITAL TRANSFORMATION
13:15 - 14:30 WORKSHOP K: DIGITAL TRANSFORMATION THROUGH AI IN CONTACT CENTRES Alexander Teusz - Lead Sales Engineer EMEA, Cognigy- Integrating AI into Customer Interactions
- Scaling with Conversational AI
- Future Trends and Ethical Considerations
TRACK D: ACQUISITION, RETENTION & GROWTH
13:15 - 14:30 WORKSHOP L: BUILD YOUR 3 YEAR CONTACT CENTRE TRANSFORMATION STRATEGY ROADMAP- Justify future investment into CX and transform the perception of the contact centre from being a cost to a revenue-generating unit
- Unlock the power of contact centre insights by sharing knowledge with the wider business
- Create agile strategies considering the introduction of AI at pace
14:30 - 15:00
REFRESHMENTS & NETWORKING DRIVE
15:00 - 18:00
DISRUPT-A-THON
It’s time to unleash your creativity and problem-solving skills! This is not your typical hackathon - no coding or technical expertise required. Instead, we'll work through collaborative exercises to help you tackle real-world customer management problem statements. Led by experienced facilitators, you’ll work in cross-industry, cross-functional teams to develop creative solutions and strategies.
How does it work?
- Take a seat at a table of 6 to join your new peers and Disrupt-a-Thon dream team
- Rules, regulations and awards categories to be outlined by your host
- Groups to create a problem statement to work on using a pre-outlined framework
- Work through the collaborative exercise as instructed by your host
- It’s your time to shine – each group has the spotlight for a 2-minute elevator pitch on your big idea!
What will I gain?
- The exercises and tools to think creatively and boost collaboration within your own organisation to solve complex business and customer challenges
- Techniques to effectively pitch, create buy-in and secure sponsorship for new business cases and customer initiatives
- New, innovative ideas and solutions to common customer challenges
- Unique and unparalleled in-depth networking with your industry peers
Limited spaces are available to join this one-of-a-kind event experience!
