CUSTOMER CONTACT MANAGEMENT SUMMIT

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2 Please, join us for the 4th edition of CUSTOMER CONTACT MANAGEMENT SUMMIT The only Polish Forum of practitioners who are in charge of all the sales and customer contact channels. During this year edition we will concentrate on integrating all the channels to develop a fully multi-channel organisation, capable of confronting our customer expectations. T he role of contact points has been changing and evolving during the recent years to address customer expectations. Apart from a constant access to their service providers by all the channels, current operational data, prompt reaction and most of all, a smooth communication, customers also expect assistance that discovers and anticipates their needs. In order to successfully boost the significance of the on-line, rather than the off-line contacts, to identify the growing share of the mobile channel, we need to redefine the idea of the contact centre, to integrate the social media with our contact centre platforms and immediately validate our channel management strategy to get rid of any adverse effects of the inter-channel competition and to develop a truly multichannel organisation. This fourth edition of our annual Customer Contact Management Summit will provide a unique opportunity to tackle the most serious challenges of the traditional and remote customer contact channels in the Polish market. Do not hesitate to join us! Paulina Pyc MORE INFORMATION ABOUT THE SUMMIT Paulina Pyc Project Manager tel paulina.pyc@bluebusinessmedia.com MORE INFORMATION ABOUT SPONSORSHIP OPPORTUNITIES Anna Chrobot B4B Communications Manager tel anna.chrobot@bluebusinessmedia.com I am now convinced that the Customer Contact Management Forum represents a focal point event of this character that all the important market players cannot afford to miss. The Forum also provides inspirations and an exchange of experience between representatives of a number of different sectors, who still share the same challenges in terms of customer service and contact centre management. The Customer Contact Management Forum can be highly recommended to all those looking for inspirations and unconventional solutions to be implemented in their organisations. As the Forum hosts so many companies of so many organisational profiles we are given a unique opportunity to notice how apparently identical sales and customer service processes vary depending on the segment of customers and the sector. 38% 25% 17% PARTICIPANTS PROFILE: Contact Center, Customer Service and Sales Directors Internet, e-business and Alternative Sales Channels Directors CRM and Customer Relations Development Directors Robert Sambierski Director of home Service Customer Retention Orange Polska Maciej Kowalski Head of Customer Relation Team Grupa LOTOS 11% 9% Telesales, Telemarketing Directors and Managers Others Source: three editions of Customer Contact Management Summit organized by Blue Business Media Silver Sponsors: Sponsors: Exhibitor: MedIa Patrons:

3 AGENDA- DAY I 17 APRIL 2013, WEDNESDAY 9:30 Registration and morning coffee 10:00 10:20 PLENARY SESSION Welcoming all the participants and a word of introduction Andrzej Szczepaniak, Deputy Director for Customer Relations, Customer Service in 2020 are you ready Jo Causon, CEO, Institute of Customer Service UK why customer service is so important to your organisation's bottom line what is the current state of customer service what will the future hold 11:00 11:20 CONTACT CENTER & CUSTOMER SERVICE Jędrzej Kawecki, Director of Customer Service and Assistance for Poland and the Baltic States, Whirlpool Polska ROI in customer service the measurable and the immeasurable elements of the customer service process 12:00 Reaching the balance between customer satisfaction and our profitability, understood as the cost of any of our actions, from the perspective of the CC employees satisfaction that additionally affects the overall efficiency Katarzyna Brzozowska, Customer Service Manager EMEA, Oriflame Sweden 12:40 13:40 Measuring and achieving positive ROI as regards to all your efforts in customer service The Call Centre as the Customer Experience strategy and the Voice of the Customer strategy provider Marta Wojewnik, Director of the International Customer Service, DHL Express the voice of the customer evaluated qualitative and quantitative indexes are not enough the customer in the centre of our attention the influence of our organisational culture on the overall success of delivering the market advantage based on the customer voice Social media a new channel, new challenges 14:20 Marcin Szóstak, D Director of Strategy and Customer Relations, Orange Customer Service a new service channel addressing new challenges in customer relations development the Orange assistance case study of the Facebook customer service 15:00 15:15 Interactive topic groups session I 16:30 Break to transfer to another group 16:45 Interactive topic groups session II Alternative methods of motivating your CC agents what works in practice Well-proven methods of working with the outsourced CC monitoring, efficiency, costs Improving the CC reporting Coaching, monitoring and efficient ways of training your CC employees 18:00 The end of day I of the Forum 11:20 12:00 12:40 13:40 14:00 14:40 14:55 15:35 (MULTI)CHANNEL MANAGEMENT Building the multi-channel strategy from the scratch success factors Przemysław Ćwikła, Director of the Direct Sales Department, Grupa Ubezpieczeniowa Europa multi-channel approach as an unavoidable development direction making your revenue higher than your costs can you depress customer satisfaction by acting in the multi-channel manner Electronic banking to boost customer relation based on the multichannel strategy Tomasz Kowalski, Director of Electronic and Virtual Products Department, Bank BGŻ information at the core of any decision and as a tool of developing any business strategy using our access to the analytical data to support our customers in their decisionmaking process to stimulate our endurable customer relations How to increase your sales and marketing effectiveness using the best multichannel solutions Pante Detsikas, Regional Sales Director, Update Software AG how to build strong relationships with your customers in a situation of constant change and unpredictability of the market how to cover all essential CRM processes with strong focus on your unique industry expectations learn and adapt best practices of using CRM solutions to facilitate the work of the sales team and grow company's performance Developing the on-line and the mobile channels vs. traditional customer contact channels Michał Przybylski, Director of Customer Service Centre, INVEST-BANK customer segmentation vs. new customer contact channels are new contact channels capable of strengthening customer loyalty customer expectation study results the functions of new and traditional contact channels The on-line channel vs. the multi-channel customer contact strategy Ilona Peszko-Biskupska, Head of the Online Sales, UPC Polska the potential of the on-line channel a multi-channel customer story and sales channels permeating is the on-line channel our success recipe The end of day I of the Forum Full version available:

4 AGENDA - DAY II 9:30 Registration and morning coffee 10:00 PLENARY SESSION How to design a multichannel operation using customer journey mapping Mike Hoogveld, Managing Partner, RedFoxBlue how to optimally use of the 'voice of the customer developing your multichannel strategy in segmentation, propositions and channelmix translating this to plan/do/check/act processes and measurement 10:40 18 APRIL 2013, THURSDAY High service quality and its price according to the most recent studies Monika Kaczmarek, Director for the Voice of the Customers Solutions, Verint finding out what your customers really think and analysing the data obtaining a clear picture of the way our business processes affect customer satisfaction as well as the final product by our company providing high quality multichannel services to our customers 1: :30 12:10 12:50 13:50 14:30 15:10 CONTACT CENTER & CUSTOMER SERVICE A generation shift the perspective of the age management in the Contact Centre Agnieszka Wrońska, Director of the Retail Customer Service Centre, PKO Bank Polska the coexistence of three generations in one company opportunities and challenges generation Y expansion to the job market a victory or a sentence for an employer a test of strength is the generation Y going to change our (the X) world Efficient recruitment methods where and how can we find the desired profile candidates Agnieszka Berczyńska, Director of the Call Centre Department, the desired profile of a call centre employee testing the competences of a candidate recruitment model an interview or a group recruitment process Call Centre in a cloud or a cloud in a call centre? a new idea of call centre against the background of the internet sales Bernard Gołko, Director of the Sales and Electronic Banking Department, Credit Agricole Bank Piotr Bruzi, Director of the Contact Centre Sales Department, Credit Agricole Bank making the call centre more stiff developing the cloud... all hands will count the king is dead, long live the king! a new definition of Performance Marketing Can we measure CC effectiveness? If so what and how should we measure Marcin Gruszecki, Head of Telesales, P4 11:30 12:10 12:50 13:50 (MULTI)CHANNEL MANAGEMENT Sales channels and customer contact channels setting priorities and achieving the effect of inter-channel synergy and cost efficiency Jacek Staruch, Director of the Mass Market Unit, Energa Obsługa i Sprzedaż selecting sales channels and customer service channels contacts allocation to channels and migrations developing sales functionalities improving service smoothness cost efficiency Efficient collaboration with partners investing in the engagement as a way of boosting the sales Piotr Makowski, Director of Sales Department, Konrad Lassota, Deputy Director of Sales Department, diversifying distribution channels/acting multi-channel nice to have or a must have nowadays developing our own network or using the power of our partners what is the best for your company market integrators vs. freelances: who do we count on trust building as the most elementary success factor reaching and maintaining without losing Eliminating disputes between distribution channel contractors Arkadiusz R. Cempura, Director of Alternative Sales Channels, Idea Bank Ukraina we need to start a new sales channel! a real need, a competitive advantage or the ordinary ctrl c + ctrl v and these are our new salesmen... communicating the change in your company your customer is my customer now the way the change affects sales representatives are there any results yet? and many more questions you will need to answer after starting a new channel We are expecting the topic to be confirmed 14:30 Lucjan Sowa, Director of the Cross Sale Bureau, Bank BPH 15:10 The end of the Forum, certificates 15:25 Efficient inbound sales methods Radosława Pilch, Director of the Bureau of Customer Teleservice, Citi Handlowy can that be profitable employing a quality and sales-oriented candidate which tools are right for efficient sales motivating 16:05 The end of the Forum, certificates CEE s Leading Conference Communities Blue Business Media with Sapphire Ventures and Centrum EXPO XXI are part of Sapphire Group, the organizer of professional industry and consumer fairs and events in ConfEx formula (fair and conference). We are part of:

5 SPEAKERS Jo Causon CEO Institute of Customer Service (UK) Together with members of the Institute of Customer Service has worked out efficient ways of boosting the ROI in customer service quality. Bernard Gołko Director of Sales and Electronic Banking Department Credit Agricole Bank Polska E-commerce expert, performance marketing and process optimisation expert. A panellist and a speaker at both Polish and international conferences dealing with modern marketing techniques. Piotr Bruzi Director of Contact Centre Sales Department Credit Agricole Bank Polska An active participant to the Contact Centre Forum by the Polish Banks Association, passionate about team manage- ment and a constant optimisation of sales processes. Marcin Szóstak Director of Strategy and Customer Relations Orange Customer Service In the Orange group since Between 2007 and 2008 has been responsible for the Orange/FT Customer Experience strategy at the FT Group Main Office in Paris. Tomasz Kowalski Director of Electronic and Virtual Products Department Bank BGŻ Since 2004 in charge of electronic channels at the BGŻ SA Bank. He deals mainly with practical capabilities behind technologies to meet customer needs as well as the implementation of business projects. Agnieszka Berczyńska Director of Call Centre Department Her business knowledge combined with the right teleinfrastructure allowed her to develop the Call Centre unit from the scratch for Raiffeisen Bank International, to serve customers from various countries. Radosława Pilch Director of the Bureau of Customer Teleservice Citi Handlowy. In the retail banking system and working for the Bank Handlowy for 12 years. She has got experience in projects which aimed at smoothing processes, customer retention processes development, sales-oriented implementations in customer service in Poland, the US, Asia and Europe. Agnieszka Wrońska Director of the Retail Customer Service Centre PKO Bank Polski The Contact Centre she manages has ranked as the best quality customer service centre three times among bank hotlines and contact channels, according to the ARC Rynek i Opinia. Mike Hoogveld Managing Partner RedFoxBlue A teacher, a consultant, the author of the best seller Cross Channel Excellence a handbook with a practical, 8-step plan of a multi-channel action approach towards designing, developing, implementing, managing and a constant mastering. Monika Kaczmarek Director for the Voice of the Customers Solutions Verint Being Director for analytical solutions, such as Speech Analytics, Text Analytics and Customer Feedback, she provides business consulting while implementing these solutions in Northern and Central Europe and the Benelux countries. Marta Wojewnik Director of the International Customer Service DHL EXPRESS She has undoubtful professional competence in the implementation of structural and process changes as well as in stimulating the engagement by the mass consciousness development. Konrad Lassota Deputy Director of Sales Department Sales manager with much experience. He got his practical knowledge of the financial sector by working for Citibank Handlowy and Eurobank S.A. Between 2009 and 2011 a Board Member at Paged Meble S.A, in charge of the Sales Department. Piotr Makowski Director of Sales Department He has a profound experience in the strategic management of sales, as the Regional Director at AIG Bank Polska and Raiffeisen Bank, among others, where he managed a mobile sales network for small and medium-sized enterprises. Jacek Staruch Director of the Mass Market Unit ENERGA Obsługa i Sprzedaż For 4 years in charge of the mass customer service, including the Call Centre area. He has developed a modern sales and service organisation for RM, simultaneously developing the remote customer service sector: Call Centre, e-bok. Ilona Peszko-Biskupska Head of the Online Sales UPC Polska She believes that It must be Online! For 2 years in charge of the development of an Online team and this channel sales at UPC to take the maximum advantage of both the channel and the market. The UPC Online channel has tripled over that time. Arkadiusz R. Cempura Director of Alternative Sales Channels Idea Bank Ukraina In the electronic banking and internet sales for 7 years. He has been using his experience while developing customer sales and service tasks in electronic channels in Ukraine. Lucjan Sowa Director of the Cross Sale Bureau Bank BPH He has been using his international production and service centre experience to successfully implement price strategy in the cash loans area at GE Money Bank/Bank BPH. Andrzej Szczepaniak Deputy Director for Customer Relations In the Contact Centre sector for 15 years as an expert and a specialist in terms of HR management of Contact Centre units. A certified business coach specialising in soft skills trainings, the president of the Communication4U foundation. Przemysław Ćwikła Director of the Direct Sales Department Grupa Ubezpieczeniowa Europa Widely competent in e-commerce thanks to much professional time spent in financial organisations. He has been in charge of the direct strategy and the customer loyalty development at the property insurance company. Katarzyna Brzozowska Customer Service Manager EMEA Oriflame Sweden She specializes in persuading holistic perspective in managing, defining customer service as a combination of the concept of sciences and arts. Katarzyna encourages to design the processes that create emotions of employees and customers. At her work she combines precision and passion, providing measurable business results. Jędrzej Kawecki ACMA, CGMA Director of Customer Service and Assistance for Poland and the Baltic States Whirlpool Polska A simple financial adviser for special assignments, expert in the managerial information use for the proper enterprise management. A graduate of the London Chartered Institute of Management Accountants (CIMA) and the Warsaw School of Economics. Marcin Gruszecki Head of Telesales P4 For more than four years he has been managing telephone sales channel very successfully. Optimization activities conducted continuously allowed him to achieve an appreciable part of this channel in total sales. Pante Detsikas Regional Sales Director Update Software AG He has had considerable achievements in generating sales income growth for international stock exchange companies, such as Siemens or Deutsche Telekom, as well as for medium-sized enterprises and consulting companies. Michał Przybylski Director of Customer Service Centre INVEST-BANK He has been responsible for the functioning of the Quality Management System at INVEST-BANK S.A., heading the Key Processes Mastering Group at the Service Quality Committee at the Polish Banks Association. Full verision available:

6 REGISTRATION FORM IV Customer Contact Management Summit YES, I want to register for IV Customer Contact Management Summit Term: April 2013 Price: 2995 PLN + 23% VAT before 1st March 2013 Price: 3495 PLN + 23% VAT after 1st March 2013 Price: 3995 PLN + 23% VAT after 29th March 2013 I choose to participate in the following session: Contact Center&Customer Service (Multi)Channel Management I choose to participate in the following thematic groups: Alternative methods of motivating your CC agents what works in practice Well-proven methods of working with the outsourced CC monitoring, efficiency, costs Improving the CC reporting Coaching, monitoring and efficient ways of training your CC employees Please fax to (+48) wydarzenia@bluebusinessmedia.com 1. Full name:... Position:... Department: April Courtyard kwietnia by Marriott 2011 Hotel Zwirki and Wigury 1 Street Hotel Qubus Warsaw ul. Nadwiślańska 6, Kraków 7. Bank account: PARTICIPATION TERMS: 1. Summit participation fee: 2995 PLN + 23% VAT, if registered before 1st of March 2013 and paid before 15th of March PLN + 23% VAT, if registered before 29th of March 2013 and paid before 12th of April PLN + 23% VAT, if registered after 29th of March 2013 or paid after 12th of April The price covers lectures, conference materials, coffee breaks and lunch. 3. The faxed or ed filled-in registration form becomes the legally binding agreement between the participant and Blue Business Media and equals acceptance of the contractual obligations. The pro forma invoice is faxed on having received the registration form. 4. The person signing the application form on behalf of the Applicant declares that they possess the relevant authorization to act in the name of and on behalf of the Applicant, specifically to conclude an agreement with Blue Business Media. 5. We kindly ask you to make a payment within 14 days from sending the registration form and before the date of the start of the summit. 6. In the case of registration before 29th March 2013 and failure to cover the full participation fee before 12th April 2013, the cost amounts to 3995 PLN + 23% VAT per person. Alior Bank S.A., Al. Jana Pawła II 18, Warszawa Full name:... Position:... Department: Company:... Street:... Postal code:... City:... Phone:... Fax: Payment method: Cash transfer Credit card 5. Credit card type: Visa Mastercard Eurocard Diners Club Credit Card Numberj:... Expiration Date:... Name as it appears on Credit Card:... Amount:... Address:... Signature:... Date: Customer data required for VAT invoice: Company name:... Head office:... Address:... NIP: The Applicant has the right to withdraw from participating on the terms and conditions indicated below. Resignation from participation should be made and sent by fax or registered e- mail. 9. In the case of resignation before 29 March 2013 the Applicant is obligated to pay a service fee in the amount of 400 PLN + 23% VAT. 10. 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