The #1 European event series for progressive
contact centre, CX and digital service leaders

06 - 08 October, 2025 | The Passenger Terminal & Mövenpick Hotel Amsterdam City Centre
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Lisa Dalzell

Head of Customer Experience ERGO Travel Insurance

Conference Day One - Tuesday, 8th October 2024 [CET]

11:00 PANEL DISCUSSION: GO BEYOND CUSTOMER VULNERABILITY REQUIREMENTS TO PROVIDE TRULY INCLUSIVE, ALL-ENCOMPASING SUPPORT

  • Explore AI solutions that can analyse spoken language cues in calls to detect customer vulnerability  
  • Enhance agent training and support to detect and serve vulnerable customers while removing stigma 
  • Learn from innovative approaches within the field to continually improve vulnerability management practices 


13:45 IDG T: WINNING OVER THE C-SUITE: GAINING BUY-IN & MANAGING EXPECTATIONS ON ACHIEVABLE CX GOALS

Check out the incredible speaker line-up to see who will be joining Lisa.

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In Partnership With :

CCW Digital EU

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