5 REASONS TO JOIN US SMILE? SUMMIT'S INSPIRATORS POSITIVE SURPRISE? ADMIRATION FOR COMPETENCE AND SPEED OF RESPONSE?

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2 SMILE? SUMMIT'S INSPIRATORS POSITIVE SURPRISE? ADMIRATION FOR COMPETENCE AND SPEED OF RESPONSE? I wonder what facial expressions your customers show when contacting the customer service representatives? These responses are the effect of your work these are your efforts and solutions that significantly define further customer relationship, influencing his/her response and loyalty. Especially in the situation of fierce competition for customers, anticipating the expectations and highest quality of contacts and service are becoming the key challenge, but also the area of huge opportunities! Let us therefore meet as each year and exchange experience to make the contacts of your customers with always end with a smile. Ian Golding Certified Customer Experience Professional, UK Ambassador for the Customer Experience Professionals Association CXPA Jerry Angrave Founder EMPATHYCE Robert Gowin Member of the Business Transformation Team GENWORTH FINANCIAL EUROPE Krystyna Rączy Customer Relationship Manager for Central Europe RECKITT BENCKISER Robert Wasiak Telesales Department Director WOLTERS KLUWER Patrycja Mikutaniec Retail Sales Director LUX MED Luke Brynley-Jones Social Media Consultant&Speaker, Founder&CEO OUR SOCIAL TIMES Jacek Powałka International Marketing Director INPOST Sylwia Sznyrowska Customer Service Director NETIA Agnieszka Płatek-Ciuk Research and Analysis Manager GRUPA AVIVA Magdalena Szczepańska Customer Service Centre Director GOTHAER TU Zuzanna Chodyra-Piast Manager of the Customer Experience Management Department PLAY Ewa Herbik Piszczako Managing Director, Stakeholder Research and Involvement Department BANK PEKAO Monika Urbaniak Customer Quality Management Director RAIFFEISEN POLBANK Bartosz Gott Customer Relationship Strategy Director ORANGE Piotr Kunce Customer Contact Team Manager PKO UBEZPIECZENIA 5 REASONS TO JOIN US We talk comprehensively and intensively about everything that makes customers happy Practical case studies, or about successes and difficult moments on the road to achieving the highest quality of customer service Agnieszka Lelonkiewicz Call Centre Project Manager ORKLA HEALTH Krzysztof Rogaliński Managing Partner IQ-MART Paweł Ptaszyński Director of the Foreign Loss Adjustment Centre TUiR WARTA Piotr Merkel Independent Expert, Advisor to the Management Board ENERGA OBRÓT Inspirations from the Polish market and from abroad Option of creating an individual agenda based on two parallel sessions Contact Centre and Customer Experience Management The most current subjects indicated on a daily basis by practitioners working in customer service Dorota Chmurska Cross-Sell Team Manager Sebastian Starzyński CEO ABR SESTA Andrzej Szczepaniak Director of Communication Service Center BANK ZACHODNI WBK For more, go to:

3 9:30 Registration and morning coffee 10:00 Opening of the Summit and greeting all Participants PAULINA PYC, Project Manager, BLUE BUSINESS MEDIA 10:10 Defining the competencies required to be a customer centric organization IAN GOLDING, Certified Customer Experience Professional, UK Ambassador for the Customer Experience Professionals Association CXPA Discover the ten competencies that make an organisation customer centric, from acknowledging the need for change, to being able to visualize and measure the customer journey Self assess the customer centricity of your own organisation 10:40 Interactive Q&A session 10:50 Turn your strategic customer thinking into a competitive advantage JERRY ANGRAVE, Founder, EMPHATYCE The role of customer experience as a strategic and financially beneficial discipline Tools to know which customer journeys to map next, why and how How to prioritise the focus of limited resources The frameworks to create internal momentum behind changing the right things CC IN RELATIONSHIP WITH INTERNAL CUSTOMERS AND THIRD PARTIES 14:10 Contact Centre vs. internal customer How to structure cooperation correctly PAWEŁ PTASZYŃSKI, Director of the Foreign Loss Adjustment Centre, TUiR WARTA Scope of activities recorded by a consultant and loss adjuster to improve managing interventions and improve the efficiency of CC s actions The role of IT system as a platform for exchange of internal information 14:40 Interactive Q&A session 14:50 Efficient cooperation rather than seeking to impress in outsourcing. Cost vs. quality AGNIESZKA LELONKIEWICZ, Call Centre Project Manager, ORKLA HEALTH Expectations + obligations, i.e. smooth talk versus the contract Does the success fee increase the number of complaints on the side of the service buyer? (on example of telesales) Key quality issues impacting the success of activities in outsourcing 15:20 Interactive Q&A session 15:30 Coffee break AGENDA Day 1 April 16 CONTACT CENTRE SESSION 15:50 INTERACTIVE THEMED TABLES SESSION TABLE A GAMIFICATION Using the game mechanism in customer relationships SEBASTIAN STARZYŃSKI, CEO, ABR SESTA 17:00 Cocktail 18:30 Closing day 1 of the Summit PLENARY SESSION Chairman: DOROTA CHMURSKA Cross-Sell Team Manager, Chairman: ANDRZEJ SZCZEPANIAK Director of Communication Service Center, BANK ZACHODNI WBK 11:20 Interactive Q&A session 11:30 Coffee break 11:50 Best Practices in Social Customer Service LUKE BRYNLEY-JONES, Social Media Consultant&Speaker, Founder& CEO, OUR SOCIAL TIMES How to engage with customers on social media Techniques for conveying empathy and building trust in under 140 characters 12:20 Interactive Q&A session 12:20 Between trends and practice. What technological news are really needed by our customers We are awaiting the Partner s confirmation New technological solutions how to find the golden mean among the solutions available in the market Which processes should be automated to bring the expected results 13:00 Interactive Q&A session 13:10 Lunch and dividing into two parallel themed sessions CUSTOMER EXPERIENCE MANAGEMENT SESSION Chairman: DOROTA CHMURSKA Cross-Sell Team Manager, CEX. WHAT TO START WITH 14:10 Chasing Customer Experience AGNIESZKA PŁATEK-CIUK, Research and Analysis Manager, AVIVA GROUP Where do we want to go? Defining the Customer Experience strategy and its role in the organisation Customer journey mapping in practice (CJM) Key customer-related indicators (NPS, CES) The role of internal communication 14:40 Interactive Q&A session 14:50 How to correctly position CEX strategy in ROBERT GOWIN, Member of the Business Transformation Team, GENWORTH FINANCIAL EUROPE How is customer experience created, meaning individualisation, trust and simplicity as key aspects of a CEX strategy Verifying products and moving from transactional to contextdriven model when implementing CEX in an insurance company 15:20 Interactive Q&A session TABLE B TESTING CUSTOMER SATISFACTION BASED ON THE MODEL OF DECOMPOSING RELATIONSHIP NPS KRZYSZTOF ROGALIŃSKI, Managing Partner, IQ-MART PIOTR MERKEL, Independent Expert, Advisor to the Management Board, ENERGA-OBRÓT TABLE C LEADERSHIP How to motivate teams for constant care for the customer PATRYCJA HACKIEWICZ, Business Coach, Consultant, CUSTOMIZED GROUP AGENDA Day 2 April 17 9:30 Registration and morning coffee CONTACT CENTRE SESSION Chairman: ANDRZEJ SZCZEPANIAK Director of Communication Service Center, BANK ZACHODNI WBK EFFECTIVENESS OF KEY PROCESSES AT CC 10:00 Restructuring and centralisation of a Contact Centre. Benefits for the customer and KRYSTYNA RĄCZY, Customer Relationship Manager for Central Europe, RECKITT BENCKISER Pros and cons of centralisation Stages of introducing efficient centralisation 10:30 Interactive Q&A session 10:40 Move from campaign-driven model to relationshipdriven model of sales in CC. Impact on the agent and the efficiency of the channel ROBERT WASIAK, Telesales Director, WOLTERS KLUWER What is in the centre of attention in the classic campaign model What change is brought by the relationship-driven model in this area what values and goals are used to create the action plan How does the profile of the person needed to operate such a model change 11:10 Interactive Q&A session 11:20 Coffee break 11:40 Integrated optimisation strategies in the work of a Call Centre. How to provide comprehensive and personalised customer service We are awaiting the speaker s confirmation QUALITY INDICATORS IN A CC 12:20 Which KPIs are important from the perspective of the customer, and which from the perspective of the management and business partners PIOTR KUNCE, Customer Contact Team Manager, PKO UBEZPIECZENIA Method of setting KPIs for all stakeholder groups Impact of KPIs on the delivery of business goals and customer expectations 12:50 Interactive Q&A session 13:00 Lunch 14:00 Does a high Service Level always mean good customer service MAGDALENA SZCZEPAŃSKA, Customer Service Centre Director, GOTHAER TU How quickly high SL can be achieved and at what cost Efficiency of consultants work (multiskill, process optimisation) Assessment of the quality of calls and testing knowledge (i.e. what is the impact of knowledge on SL) 14:30 Interactive Q&A session 14:40 Which qualitative indicators are the most important in Contact Centre and how to deliver on them SYLWIA SZNYROWSKA, Customer Service Director, NETIA How to select KPIs that will translate to customer satisfaction and at the same time bring savings 15:10 Interactive Q&A session CUSTOMER EXPERIENCE MANAGEMENT SESSION Chairman: DOROTA CHMURSKA Cross-Sell Team Manager, CEX. WHAT TO START WITH 10:00 Who is responsible for customer experience in the company Practical consequences of the (not so) obvious answer BARTOSZ GOTT, Customer Relationship Strategy Director, ORANGE Roles and responsibilities in managing customer experience Effective and ineffective methods of building employee involvement 10:30 Interactive Q&A session CEX VS. QUALITY OF PRODUCTS AND SERVICES 10:40 Using customer s opinion to improve products, service level and customer satisfaction PATRYCJA MIKUTANIEC, Retail Sales Director, LUX MED Why did we decide on the quite risky practice of using ratings that are not always positive and how it helped us How did we defend ourselves from offensive opinions or those that were not related to the product being rated 11:10 Interactive Q&A session 11:20 Coffee break 11:40 Cult brands are built like religions. InPost parcelstations on the road to sainthood JACEK POWAŁKA, International Marketing Director, INPOST How to create rituals that build brand value Researching customer opinion to optimise a unique customer experience Optimisation and integration of communication in multichannel environment 12:10 Interactive Q&A session CEX TOOLS 12:20 Operating use of Net Promoter Score results ZUZANNA CHODYRA-PIAST, Manager of the Customer Experience Management Department, PLAY Relationship NPS as the indicator of a brand s condition: advantages and limitations Transactional NPS: a deeper insight into customer experience We have NPS Score, but what s next? How to make NPS a tool for day-to-day business management 12:50 Interactive Q&A session 13:00 Lunch 14:00 'Voice of the customer': sources and positioning. How to use the voice of the customer to introduce the process of continuous quality improvement in the organisation MONIKA URBANIAK, Customer Quality Management Director, RAIFFEISEN POLBANK Consistent values and multichannel standards Sources of the voice of the customer Moment of true 14:30 Interactive Q&A session MEASURING CEX 14:40 How to ensure a consistent, comprehensive and useful system for measuring customer experience EWA HERBIK-PISZCZAKO, Managing Director, Stakeholder Research and Involvement Department, BANK PEKAO Evolution of the systems for measuring customer feedback in Bank Pekao S.A. 15:10 Interactive Q&A session 15:20 Closing the Summit, handing out certificates 15:20 Closing the Summit, handing out certificates For more, go to:

4 Use the promotional prices offer valid until 27 February I learned the Customer Contact Management Summit is the central event in the area where no important market participant can be missing. This is also a good place for looking for inspirations and exchange of experiences between the players from various industries, who, however, face similar challenges in customer service and contact centre management. Recommended! Robert Sambierski Household Customer Retention Director Orange The CCMS is a high value conference. The good level and mixed background of the speakers and participants result in profound discussions that really help you gain more insight in relevant customer contact issues. Mike Hoogveld Managing Partner RedFoxBlue 2195 zł 3 or more persons from 2695 zł 2 persons from 2995 zł 1 person from 3495 zł between 28 February and 20 March 3995 zł after 20 March 2015 Customer Contact Management Summit is a business and industry event attracting experts from the entire country, interesting guests, speakers with interesting subjects and providers of modern IT solutions. It is an occasion for exchanging views, experiences, being inspired and launching new relationships. This is one of the key events on the map of Poland during the year recommended! Elżbieta Krawczyńska Communication Skills Development Specialist Bank Zachodni WBK As usual, the conference was at a very high level both in terms of the subject matter and organisation. Very interesting selection of speakers with high practical experience. A large group of participants, representing almost all industry sectors from household appliance production, through distribution of all types of goods, to finance this is a good starting point for inspiring backstage discussions. We were here several times and I hope we will also participate in the next year s edition Michał Szybalski IT System Architect Comarch PARTNERSHIP Anna Chrobot B4B Communications Manager tel PARTICIPATION Anna Banaś Head of Sales tel ABOUT THE SUMMIT Paulina Pyc Project Manager tel

5 Organizer Partner Blue Business Media sp. z o.o Kraków Unit ul. Berka Joselewicza 21 c , Kraków tel fax

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