ONE CUSTOMER numerous channels. Coalition for INTEGRATION 8-9 APRIL, HOTEL COURTYARD BY MARRIOTT, WARSAW ORGANIZER

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1 ONE CUSTOMER numerous channels. Coalition for INTEGRATION 8-9 APRIL, HOTEL COURTYARD BY MARRIOTT, WARSAW ORGANIZER

2 COALITION We have been meeting for 5 years in a group of expert practitioners who manage Customer Service and contact channels and are responsible for the implementation, efficiency, performance and integration of call centres, the Internet, social media, mobile applications, branches and video chatting FOR We meet once a year to break away from the daily routine, take a look at our actions from a different angle, find market leaders benchmarks, exchange experiences, and last but not least look for inspiration... Together we look at trends and analyse case studies... INTEGRATION Our aim is to make your organisation fully multichannel and ensure that your Customers receive the highest quality service and customer experience at every contact with your company. We can optimise every channel and integrate them for our Customers! WHY IS IT WORTH IT? Poland s only forum focused on all customer contact channels a community meeting of top managers, practitioners only two parallel sessions : Contact Centre & Customer Service and the Multichannel Management a chance to move freely between sessions and plan your own agenda topics indicated by the industry representatives, as well as trends, news, case studies, common challenges, networking CONTACT US: Paulina Pyc I Project Manager phone MEDIA PATRONS: PARTNERS: EXHIBITOR:

3 FORUM PROGRAMME. DAY 1 PLENARY SESSION: 8 APRIL 2014, TUESDAY BANK ZACHODNI WBK 9:30 Check in and coffee 10:00 CREATING A CUSTOMER SERVICE CULTURE Graham Frost, Expert on Customer Service and Employee Engagement, Trainer, Coach Practical ideas to ensure your customers expectations are met and exceeded Turning your business upside down to engage your people Real-life stories of how this approach to customer service works in reality 10:30 10:40 Topic to be confirmed by Forum partner 11:10 Coffee break and split up for parallel sessions PARALLEL SESSIONS: CONTACT CENTRE & CUSTOMER SERVICE SESSION MULTICHANNEL/CROSS-CHANNEL MANAGEMENT SESSION Chaired by: Dorota Chmurska, Head of Cross-Sell Team, BANK ZACHODNI WBK BANK POCZTOWY WHAT'S NEW ON CONTACT CENTRE MARKET? KEY CHALLENGES FOR MULTICHANNEL ORGANISATIONS FIVE CALL CENTRE TRENDS FOR THE POLISH MARKET FOR POLISH TREND HUNTERS Andrzej Szczepaniak, Expert on Contact Centre Market Elżbieta Krawczyńska, Expert on Contact Centre Market Presentation of data on Call Centre market in Poland and in Europe Annual employment growth rates for Call Centres SINGLE OR SEVERAL SALES CHANNELS. NECCESITY OR STRATEGY Tomasz Bartuzel, Regional Sales Director, PRUDENTIAL POLSKA The origins of the growing strength of independent distribution channels for financial products Challenges facing the establishment of own sales network on the example of the insurance market 12:20 12:50 13:00 PUBLIC ADMINISTRATION DEMANDING CUSTOMER SETTING NEW STANDARDS FOR SERVICES ON CUSTOMER CONTACT MARKET Michał Pierzchalski, Expert, MINISTRY OF ECONOMY Multilevel Customer Service using automated assistance solutions and dedicated work-flow system Highly specialised CC consultant 12:20 12:50 CONSISTENCY OF OFFERS AND PRICES AS THE KEY CHALLENGE TO MULTICHANNEL ORGANISATION Marcin Szporka, Deputy Marketing Director, ALLIANZ Multichannel approach winning strategy on the changing customer and technology market Benefits and losses due to inconsistencies in the offer in multiple channels 14:00 PERSONALISED CUSTOMER SERVICE AND INTERACTION WITH THE CUSTOMER. FORGING CLOSE RELATIONS IN CUSTOMER CONTACT THROUGH CONTACT CENTRE Michał Peschak, Head of Customer Service Development and Telesales, GRUPA ŻYWIEC Contemporary Contact Centre in traditional B2B distribution in FMCG a success story The power of inter-personal relations how to use it to be successful and how to satisfactorily invest in it 14:30 14:40 15:00 15:30 16:40 PERSONALISED CUSTOMER SERVICE. NEW TREND IN CC SOCIAL MEDIA CONTACT CENTER HOW TO ACHIEVE EFFECTIVE SALES AND CUSTOMER SERVICE BY BUILDING RELATIONSHIPS IN SOCIAL MEDIA Bartłomiej Rak, Social Media Guru, CCIG The importance of social media in customer service current situation Social care opportunities, threats and challenges for a new social networking tool CC CAREER PATHS AS THE KEY TO PERSONALISED CUSTOMER SERVICE Radosław Rosiński, M anager of Customer Service Department, Katarzyna Warszakowska, Manager of Procedure and Training Department, Career paths and development programmes as a response to Employee needs Proved methods of keeping Consultants 15:40 Coffee break 16:00 16:30 PERSONALIZATION OF BUSINESS CUSTOMER S SERVICE. THE BENEFITS OF DEDICATED SERVICE AND CASE MANAGER VS. REGULAR CALL CENTER Marek Grabowski, Director of Business Customers, ORANGE COCKTAIL PARTY a great opportunity to meet and to exchange views in an informal atmosphere 13:00 14:00 14:30 14:40 15:10 15:40 16:10 16:20 MULTICHANNEL APPROACH FOR THE TRADITIONALISTS - CASE OF SALES OF INDIVIDUAL RETIREMENT INSURANCE ACCOUNT Krzysztof Kończak, Head of Sales Support, PZU Does customer profile exclusively determine the choice of contact channel Must the traditional channel be discarded SALES IN MULTICHANNEL APPROACH FAIR ASSESSMENT OF CHANNELS AND VENDORS. HOW TO THEIR REWARD THEM, DIVIDE PROFITS AND SUITABLY ASSIGN SALES TO A PARTICULAR CHANNEL Paweł Turczynowicz, Director of Strategy and Multichannel Banking Department, BNP PARIBAS BANK POLSKA Can you reward several channels for the same sale How to prevent conflict between distribution channels and motivate to "close a sale" 15:20 Coffee break HOW TO REDUCE THE NUMBER OF COMPLAINTS FROM CUSTOMERS THROUGH INTEGRATED ECOSYSTEM OF ELECTRONIC SERVICE CHANNELS Marcin Winkler, Head of Internet Marketing, P4 Grzegorz Kozłowski, Senior Internet Marketing Manager, P4 Implementation of Customer Service strategy through marketing channels The role of social media in Customer Service ecosystem COCKTAIL PARTY a great opportunity to meet and to exchange views in an informal atmosphere 17:30 End of Forum Day 1 17:30 End of Forum Day 1

4 FORUM PROGRAMME. DAY 2 PLENARY SESSION: 9:30 Check in and coffee 10:00 THE BEST SERVICE IS NO SERVICE REDUCING CUSTOMER EFFORT AND DEVELOPING BUSINESS USING CUSTOMER FEEDBACK Peter Massey, CEO, BUDD Why is Amazon so good? The removal of customer effort using The Best Service Is No Service approach How mature organisations in the UK and US are using feedback, data and analytics and how to avoid the common pitfalls Using customer feedback and analytics to develop external propositions and increase employee pride case study (as a non-executive director of award winning consumer business Sliderobes (www.sliderobes.com) 10:30 10:40 Topic to be confirmed by Forum partner 11:10 Coffee break and split up for parallel sessions PARALLEL SESSIONS: 9 APRIL 2014, WEDNESDAY BANK ZACHODNI WBK 12:20 12:50 14:00 14:30 14:40 15:10 CONTACT CENTRE & CUSTOMER SERVICE SESSION BANK ZACHODNI WBK 13:00 CC MULTISKILLERS - FROM "CLASSIC" CALL CENTRE AGENT TO PROFESSIONAL ADVISOR Marzena Biernat, Contact Center Manager, AVON COSMETICS POLSKA Multiskill approach from different perspectives: what it means for the agent Does the Customer benefit from multiskill approach CHANGING ROLES OF CONTACT CENTRES APPLYING CC IN COMMUNICATION WITH CUSTOMERS IN CRISIS SITUATIONS Paweł Koterbicki, Head of Customer Service Department, BIURO PODRÓŻY ITAKA Contact Centres as the first level of customer contact with the company, capable efficient problem handling under all conditions Time and manner of reaction to crisis situations as a key factor in the assessment of customers' contact with the company How to properly prepare our CC to respond to crisis situations What measures and steps should be taken to turn a crisis into success OLD PROBLEMS NEW SOLUTIONS. MOTIVATION AND TURNOVER IN CONTACT CENTRES VALUE-BASED MANAGEMENT AS A SOURCE OF EMPLOYEE MOTIVATION AND CUSTOMER SATISFACTION Agnieszka Tober-Buszman, Director of Operations and Sales Support, AXA What is the establishment of advisor - customer communication in practice based on in relation to social values How does reference to values impact the consultants' motivation and how does the quality of work management model change Values as a constant point of reference in a dynamic business environment How does value-based communication affect customer satisfaction with the service presentation of consumer research results BEST PRACTICES FOR KEEPING CONSULTANTS, OR HOW TO PREVENT TUROVER Barbara Syczewska, Director of Product Development Department, POL - ASSISTANCE How to build and maintain good and effective relations in a team Unusual ways of motivating The involvement of consultants in business relationships with customers MULTICHANNEL/CROSS-CHANNEL MANAGEMENT SESSION 12:40 13:10 14:20 14:50 15:00 15:30 Chaired by: Dorota Chmurska, Head of Cross-Sell Team, BANK POCZTOWY VIDEO CHANNEL AS A NEW OPPORTUNITY FOR BUILDING CUSTOMER RELATIONS. CASE STUDY Łukasz Opoka, Deputy Director of Department of Sales and Services in Remote Channels, Business and sociological reasons for new access channels Presentation of the system and discussion of its implementation in mbank 12:20 DON T BE INDIFFERENT TO THE SPECIAL NEEDS OF YOUR CLIENTS! THE DEAF CLIENT OF THE HOTLINE HOW TO TURN CHALLENGE INTO OPPORTUNITY Łukasz Kobiec, Key Account Manager, ALTAR Sławek Łuczywek, Director, MIGAM On-line video translation of the sign-language real-time presentation How to win and support a new group of deaf clients stay ahead of the legislation 13:20 ARE WE LOOKING AT THE DECLINE OF THE MULTICHANNEL ERA IN THE FACE OF THE GROWING POPULARITY OF THE MOBILE CHANNEL? MULTI-CHANNEL APPROACH OR COMPLEMENTARINESS OF MANY CHANNELS VS. THE SMARTPHONE? Mariusz Gliński, Head of Electronic Banking, RAIFFEISEN POLBANK Can the mobile channel exist by itself without other channels What approaches are used by start-up companies whose main solution is mobile application CONTEMPORARY CUSTOMER CONTACT CHANNELS CUSTOMER IN THE MIDDLE OF MULTICHANNEL OPERATIONS SELECTION OF CHANNEL AND ITS FUNCTIONS TO CUSTOMER PREFERENCES. BEST PRACTICES Maciej Marszałek, Director of Direct Business Department, LINK4 What is the multichannel approach for organisations and customers The changing role of customer contact channels and what it implies for organisations and customers CHANNEL MANAGEMENT V S. QUALITY CONTROL Filip Dukaczewski, Director of Customer Service Department, Magdalena Filipowska, Head of Quality Management, 15:20 End of Forum, awarding certificates 15:40 End of Forum, awarding certificates FULL VERSION OF THE PROGRAMME AT:

5 THE FORUM HAS BEEN INSPIRED BY: PETER MASSEY CEO ON THE LIST OF 100 MOST INFLUENTIAL PEOPLE WHO TWIT AND BLOG ON CUSTOMER SERVICE & EXPERIENCE GRAHAM FROST EXPERT ON CUSTOMER SERVICE AND EMPLOYEE ENGAGEMENT, TRAINER, COACH BUDD Full information about the people who have inspired the Forum may be found at: PAWEŁ TURCZYNOWICZ DIRECTOR OF STRATEGY AND MULTICHANNEL BANKING DEPARTMENT BNP PARIBAS BANK POLSKA MICHAŁ PIERZCHALSKI EKSPERT MINISTRY OF ECONOMY ELŻBIETA KRAWCZYŃSKA SPECIALIST ON DEVELOPMENT OF COMMUNICATION SKILLS BANK ZACHODNI WBK KATARZYNA WARSZAKOWSKA MANAGER OF PROCEDURE AND TRAINING DEPARTMENT MARZENA BIERNAT CONTACT CENTER MANAGER AVON COSMETICS POLSKA TOMASZ BARTUZEL REGIONAL SALES DIRECTOR PRUDENTIAL POLSKA PAWEŁ KOTERBICKI HEAD OF CUSTOMER SERVICE DEPARTMENT BIURO PODRÓŻY ITAKA MAGDALENA FILIPOWSKA HEAD OF QUALITY MANAGEMENT MICHAŁ PESCHAK HEAD OF CUSTOMER SERVICE DEVELOPMENT AND TELESALES GRUPA ŻYWIEC ANDRZEJ SZCZEPANIAK DIRECTOR OF COMMUNICATION SERVICE CENTRE BANK ZACHODNI WBK JANUSZ ZIELIŃSKI E-SERVICE MANAGER AT COMMERCIAL DEPARTMENT RWE POLSKA MACIEJ MARSZAŁEK DIRECTOR OF DIRECT BUSINESS DEPARTMENT LINK4 KRZYSZTOF KOŃCZAK HEAD OF SALES SUPPORT PZU MARIUSZ GLIŃSKI HEAD OF ELECTRONIC BANKING RAIFFEISEN POLBANK MARCIN SZPORKA DEPUTY MARKETING DIRECTOR ALLIANZ FILIP DUKACZEWSKI DIRECTOR OF CUSTOMER SERVICE DEPARTMENT ŁUKASZ OPOKA DEPUTY DIRECTOR OF DEPARTMENT OF SALES AND SERVICES IN REMOTE CHANNELS BARBARA SYCZEWSKA DIRECTOR OF PRODUCT DEVELOPMENT DEPARTMENT POL-ASSISTANCE AGNIESZKA TOBER-BUSZMAN DIRECTOR OF OPERATIONS AND SALES SUPPORT AXA MARCIN WINKLER HEAD OF INTERNET MARKETING P4 RADOSŁAW ROSIŃSKI MANAGER OF CUSTOMER SERVICE DEPARTMENT DOROTA CHMURSKA HEAD OF CROSS-SELL TEAM BANK POCZTOWY GRZEGORZ KOZŁOWSKI SENIOR INTERNET MARKETING MANAGER P4 BARTŁOMIEJ RAK SOCIAL MEDIA GURU CCIG

6 FORUM WITH A PINCH OF SALT at the Forum... We will amaze you with high level of competence and knowledge the amount of which may be overwhelming Forum participants form close relationships which contributes to substantive discussions JOIN US TODAY!!!! BECOME A FORUM PARTNER. Feel free to contact us For more information on partnership during the Forum We welcome cooperation with companies which offer solutions on how to build and maintain customer relations. Anna Chrobot B4B Communications Manager phone For more information on how to attend the Forum Anna Banaś Head of Sales phone REGISTER NOW The Forum registration fee per one person: 2195 zł (+23% VAT) 2695 zł (+23% VAT) 2995 zł (+23% VAT) for 3 or more people from one company no later than 28 Feb for 2 people from one company no later than 28 Feb for 1 person from one company no later than 28 Feb zł (+23% VAT) from 1 March to 21 March zł (+23% VAT) after 21 March 2014 You can register at:

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