Transformational Customer Engagement

Transcription

1 Transformational Customer Engagement 10th Anniversary Customer Contact 2016, Europe: A F RO S T & S U L L I VA N E X E C U T I V E M I N D C H A N G E Part of our 2016 International Customer Contact Executive MindXchange Series June 2016 Royal Olympic Athens Hotel Athens, Greece #CCFrost Frost & Sullivan's Customer Contact Executive MindXchange is not only a well organised and busy event but also a place for very open sharing and exchanging of ideas and challenges in a friendly and supportive environment. The well-considered and relevant programme is evident from the up-to-date topics and widespread thought leadership. People I met were constantly talking about what they learned and how they will be reshaping what they do back in the workplace. Vice President, Customer Service Excellence, Europe, DEUTSCHE TELECOM l A great opportunity to network with like-minded professionals to collaborate collaborate, share and interact. ecommerce Customer Services Director, VF EUROPE l Great networking, good brainstorming about real business challenges. Director, BOART LONGYEAR COMPANY l The Frost and Sullivan Executive MindXchange is a great event to hear from industry leaders on topics that are relevant across all sectors direct from the people who are spearheading the change. There is an honesty and level of detail that is unusual in this type of forum that ensures participants can takeaway actionable insight, along with new connections and even offers to visit call centres and offices to see the changes for yourself! International Customer Experience Manager, E. ON l A good way to share with your peers! It's a very inspiring experience. Head of C u s t o m e r R e l a t i o n s, D E E Z E R

2 TOP FIVE REASONS WHY YOU SHOULD ATTEND EXECUTIVE PROFILE 1. Build Visibility in Your Organisation: Customer engagement is the next wave of innovation; the contact centre is perfectly positioned to help drive this transformation. 2. Get Ready: Ensure you have the people, process and technology to stay ahead of the revolution in customer expectations. 3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations! The open, candid discussions with customer care and customer experience thought leaders are exercises in creative thinking and excellent platforms for generating great ideas. 4. See for Yourself: Join us for a site tour of a leading customer contact centre and get tangible examples of customer engagement excellence. 5. Relax, Have Fun and Make New Friends: Keep your contact list building and engines at high rev, while enjoying over unique networking events, including our Athens Taste &Tour, Participant Meet n Greet, Welcome and Kickoff Reception, and Dine Around Athens. WHO YOU WILL NETWORK WITH n Join our growing community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. Network with Vice Presidents, Directors, Senior Managers, and Heads of: Call Centres Contact Centres Customer Analytics Customer Care Customer Contact Customer Experience Customer Satisfaction and Loyalty Customer Service Customer Strategy Customer Support EVENT COUNTRY REPRESENTATION Algeria Austria Belgium Bulgaria China Czech Republic Denmark Estonia Finland France Germany Greece Hungary Ireland Israel Italy Luxembourg Netherlands Norway Poland Operations Quality Assurance Sales & Marketing Portugal Romania Serbia Slovakia Spain Sweden Switzerland United Arab Emirates United Kingdom United States MORE CONTENT THAN ONE PERSON CAN HANDLE 82% of surveyed participants recommend sending 2 or more team members based on the amount of networking opportunities and range of content being delivered. SNAPSHOT OF COMPANIES REPRESENTED AT OUR PREVIOUS CUSTOMER CONTACT EXECUTIVE MINDXCHANGES 1% Other 67% 10TH ANNIVERSARY CUSTOMER CONTACT 2016, EUROPE ADVISORY BOARD Frost & Sullivan extends its appreciation to the following Advisory Board Members for their expertise and support in ensuring the agenda delivers relevant and valuable content. Aernout Arends Regional Service Manager, Western Europe HTC Charles Cassar Senior Global Consumer Care Manager ecommerce Sales Strategy & Excellence Adidas International Trading B.V. Saskia Dorbandt Senior Director, Corporate Aftersales Stepstone Jean-Marc Dupont Managing Director, Customer Experience FedEx Express Trygve Hillesland Nordic ECC Director Elkjøp Nordic Executive e (Managing Director,, Vice President, Head of,, Director) 32% Management Alexander Kuhl Head of Central Support Nintendo of Europe GmbH Stuart Lidgett Head, Customer Service Excellence, Europe Deutsche Telekom Stephen Loynd Global Program Director Digital Transformation Group, Customer Engagement Frost & Sullivan Donald Maidment Head of Customer Service Panasonic System Communications Company Europe Jo Mayes Head of Customer Experience Standard Life Mila Marcetta Director, Customer Service, EMEA Euronet Worldwide Dan Moross Director of Customer Services MOO Elaine Murphy Global Director, Workforce Enablement Worldwide Customer Experience EA (Electronic Arts) Colby Parrott Persell Senior Manager and Head of EMEA Customer Operations SurveyMonkey Europe Fabien Pelous Customer Contact Centres Program Director Air France - KLM Manuela Pifani Head of Customer Strategy & Experience Direct Line Group Silke Robeller Director, Customer Service Birkenstock GmbH & Co. KG Jesper Theodorsen Head of Customer Service Big Point Diethard Vollmer General Manager, Service Solutions Medical Systems Division Olympus Europa SE & Co. KG 2 To register, [email protected] or call In US, dial GO FROST ( )

3 Schedule-at-a-glance CHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONES Customise your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation. Zone 1. Best Practices in Customer Engagement Zone 2. Channel Strategy and Excellence Zone 3. Contact Centre Models and Shoring Strategy Schedule-at-a-glance is preliminary and will be updated as information becomes available. SUNDAY, 12 JUNE, 2016 ARRIVAL DAY 18:00 Suggested Arrival Time Arrive Sunday to participate in Monday's Networking Activities. MONDAY, 13 JUNE 2016 NETWORKING DAY Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends. 08:00 Athens Taste &Tour Check In Join us for a unique experience of Athens s historic centre and its deeply rooted local traditions. Live like an Athenian and explore their daily rituals; enjoy the warmth of a Kalimera greeting and a Koulouri or Tiropita, and sample a treasury of Greek wine! 16:15 Sponsor Workshop 17:45 Sponsor Registration & Orientation Reception 18:15 Speaker & Thought Leader Orientation An essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers. 19:00 Participant Meet n Greet This end-user/participant activity is your opportunity to identify right out of the gate those peers who share challenges similar to your own. It's a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event. 19:30 Welcome Networking Reception and Event Kickoff TUESDAY, 14 JUNE 2016 GENERAL SESSION AND EXHIBITION 08:00 Registration, Continental Breakfast, and Exhibition 08:30 Welcome and KEYNOTE Disruptive Customer Care: The Competitive Differentiator in a World of New and Evolving Business Models 09:25 Navigating Customer Contact 2016, Europe 09:35 EXECUTIVE INSIGHTS Instilling Brand Identity and Business Value Enterprise-Wide 10:05 Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition 10:10 Networking, Refreshment, and Exhibition Break 10:40 CONCURRENT COLLABORATION ZONES - Roundtables Roundtable sessions capture the power of all participants voices, insights and experiences via group discussion and exploration of the issue at hand. Zone 1: Voice of the Customer: Best Practices in Operationalizing Across the Enterprise Zone 2: Live Chat: Engaging the Customer in a Dynamic Real Time Experience Zone 3: Geography Lessons: Customer Care Business Models for Operational Efficiency, Effectiveness, and Quality 11:55 Session to Session Travel Time 12:00 CONCURRENT SESSIONS Choose one of the following concurrent sessions: INTERACTIVE Solutions Wheel Play the wheel to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading solution providers both intense and fulfilling. (OR) FROST & SULLIVAN VISIONARY INSIGHT Game Changing Technologies on the Horizon 13:00 Food For Thought Networking Roundtables Hosted by Industry Leaders Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site. 14:00 Session to Session Travel Time 14:05 CONCURRENT COLLABORATION ZONES - ThinkTanks ThinkTank sessions employ interactive team exercises in a roll up your sleeves learning environment. Zone 1: Digital Transformation and Journey Mapping Zone 2: Social Customer Engagement and Online Communities 15:20 Networking, Refreshment, and Exhibition Break 15:50 SUCCESS STORY Smart Analytics: Predictive Insight for Enhanced Customer Engagement 16:20 INTERACTIVE Ask the Experts! Insights into Tech-Enabled Customer Relationship Management 17:00 Networking Reception 18:15 Meet in Hotel Lobby for Dine Around Athens Departure Take networking a step further and join us as we venture to Athens' culinary hot spots to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting! WEDNESDAY, 15 JUNE 2016 GENERAL SESSION, EXHIBITION, AND SITE TOUR TRAVEL READY WEDNESDAY! Feel free to come down in your most comfortable travel wear so you can check out early, store your bags and ensure a stress-free day. 08:30 Continental Breakfast and Exhibition 09:00 Ice Breaker and KEYNOTE Emotional Brand Engagement: Nurturing Empathetic Agents 10:00 SUCCESS STORY Pre-empting Customer Churn 10:30 Networking, Refreshment, and Exhibition Break 11:00 CONCURRENT COLLABORATION ZONES - Mindshares Mindshare sessions bring together a panel of subject-matter experts to tackle and discuss real-world business challenges and problems. Zone 1: Proactive and Personal: Enhancing the Customer Experience and Relationship Zone 2: Self-Serve Engagement: Designing and Delivering a "One Stop Shop" Experience 12:00 Food For Thought Networking Roundtables Hosted by Industry Leaders Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site. 13:00 Session to Session Travel Time 13:05 CONCURRENT COLLABORATION ZONES - Peer Councils Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns. Zone 1: Multi-Cultural Intelligence: Crowdsourcing Customer Expectations and Channel Preferences Zone 2: B2B Nuances: Raising the Bar on Service Levels 14:05 Session to Session Travel Time 14:10 TALENT DEVELOPMENT Hiring, Training, and Coaching for Quality Outcomes 14:40 Networking, Refreshment, and Exhibition Break 15:10 FUTURE FORWARD IoT: How Smart is Changing Customer Support and Enhancing the Customer Experience 15:40 INTERACTIVE Top Take-Aways Panel Weighing In on the Implementation Ideas from the 10th Anniversary Customer Contact 2016, Europe Executive MindXchange 16:15 Content for the 10th Anniversary Customer Contact 2016, Europe: A Frost & Sullivan Executive MindXchange Concludes 16:30 CUSTOMER CONTACT CENTRE SITE TOUR - Shuttle Check In 18:45 Customer Contact Centre Site Tour Concludes 19:15 Customer Contact Centre Site Tour Shuttle Arrives at Royal Olympic Athens Hotel To register, [email protected] or call In US, dial GO FROST ( ) 3

4 Networking Activities Monday, 13 June 2016 Taste & Tour Athens 08:00 Join us for a unique experience of Athens s historic centre and its deeply rooted local traditions. Live like an Athenian and explore their daily rituals; enjoy the warmth of a Kalimera greeting and a Koulouri or Tiropita, and sample a treasury of Greek wine! Participant Fee: 70 Participant Meet 'n' Greet 19:00 Welcome Networking Reception and Event Kickoff 19:30 This end-user/participant activity is your opportunity to identify right out of the gate those peers who share challenges similar to your own. It's a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event. Meet and greet your fellow peers and colleagues while enjoying a little C&C, conversation & cocktails! Hosted by: Tuesday, 14 June 2016 Networking Reception 17:00 Join us for another great opportunity to make new friends and further business relationships! Dine Around Athens 18:15 Take networking a step further and join us as we venture to Athens's culinary hot spots to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting! Participant Fee: 65 4 To register, [email protected] or call In US, dial GO FROST ( )

5 Virtual Events Interested in getting live and interactive high-quality content right from your desktop? If so, then Frost & Sullivan s complimentary ebroadcasts are for you. By combining the immediacy of the web with the impact of streaming audio, these one-hour, topic-specific seminars, allow participants to exchange real-world experiences with senior-level executives and key industry analysts. ondemand ebroadcasts: Voice of the Customer: A New Era for Capturing Better Customer Insights Learn how the right, model-driven application development platform can help your organization evolve at the high speed needed to overtake the competition. Available Now: The Need for Speed: How Faster Application Development Drives A Competitive Advantage Learn how the right, model-driven application development platform can help your organization evolve at the high speed needed to overtake the competition. Available Now: Delivering Superior Support in the Omni-channel World: Optimizing Engagement with Today s Connected Customer Discover how to optimize your support practices to address today s mobile customer and improve the overall customer experience while reducing support costs. Available Now: Driving Call Centre Performance with Support Interaction Optimization Support Interaction Optimization (SIO) is changing the way call centres and support organizations resolve complex issues and deliver Olympic-caliber support. Available Now: Additional ebroadcasts are being added on a regular basis. For Frost & Sullivan s latest ebroadcast calendar, go to To register, [email protected] or call In US, dial GO FROST ( ) 5

6 Sponsors Aspect helps companies deliver remarkable customer experiences across every conversation and channel - through a single, elegant software platform. As the global leader in customer engagement solutions and cloud hosting services, our unified interaction management, workforce optimization and back-office solutions seamlessly orchestrate people, processes and touch points. Verint Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence solutions for customer engagement optimisation, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organisations in over 180 countries use Verint solutions to improve enterprise performance and make the world a safer place. Teleperformance, the global leader in outsourced multichannel customer experience management. The Group operates around 135,000 computerized workstations, 182,000 employees across around 270 contact centres in 62 countries & manages programs in over 75 languages. In 2014, it reported consolidated revenue of 2,758M EUR. Teleperformance received its 34th award by Frost & Sullivan in 2015, an industry record of all time! For Sponsorship Opportunities, please contact Gary Robbins, Brand and Demand Solutions. [email protected] Tel: A unique concentration of knowledge, speakers, and participants to create a worthwhile learning experience. Director Marketing & Customer Service, Building Automation Systems bpost A collection of like-minded peers sharing experiences and best practices. Director, Customer Services Allergan Pharmaceuticals Ireland Ltd An excellent cross section of senior level professionals both to speak and participate in an intensive, educational and mind expanding event I have met likeminded professionals and I am sure we will stay connected! Director, Sales & Service LV = Liverpool Victoria 6 To register, [email protected] or call In US, dial GO FROST ( )

7 Registration 10th Anniversary Customer Contact 2016, Europe: A F r o s t & S u l l i v a n E x e c u t i v e M i n d c h a n g e JUNE 2016 Royal Olympic Athens Hotel Athens, Greece Register online! Registration/Pricing Schedule Registration at Frost & Sullivan Executive MindXchange events is subject to review, and restricted to end user practitioners. Therefore, we reserve the right to decline attendance to any company deemed to be a vendor in the market. For information on how to sponsor a Frost & Sullivan Executive MindXchange, please contact Gary Robbins at [email protected]. VENUE INFORMATION Royal Olympic Athens Hotel Athanasiou Diakou 28, Athens, Greece , Greece Tel: Frost & Sullivan will be reserving a limited number of discounted rooms at the event property. Please contact the property directly for rates, availability, and to book your accommodations. Be sure to mention you will be participating in the Frost & Sullivan event. TO REGISTER: : ONLINE * [email protected] & PHONE Contact: +44 (0) (Europe) GO FROST (US) ( ) for details g Event Registration - Complete Series 1585 (95 Euro savings) (Inclusive of: General Session, Taste & Tour, Wine & Dine, Site Tour) A-la-carte options: g Event Registration - General Session Pass Only 1495 g Athens Taste & Tour 70 g Dine Around 65 g Site Tour 50 PARTICIPATION PACKAGE INCLUDES: 1. Complete access to our Customer Contact Executive MindXchange, including; all keynotes, interactive workshops and non-stop networking 2. Complimentary subscription to our quarterly Customer Contact ebulletin 3. Access to our Customer Contact Power Point portfolio with insightful thought leadership and best practices from our event speakers 4. Access to dozens of Customer Contact industry articles & white papers 5. Complete access to our ondemand library of recent industry ebroadcasts 6. Membership to Customer Contact closed LinkedIn Community; available only to event participants and other approved VIP companies 7. New Connections, New Friendships, New relationships & Group Discounts Available Contact: +44 (0) (Europe) GO FROST (US) ( ) for details Join the Conversation... #CCFrost Payment Procedures Payment in full is required immediately upon registration and is non-refundable and also must be received by Frost & Sullivan prior to the event start date. If payment has not been received by Frost & Sullivan prior to the event start date you will not be able to attend the Executive MindXchange. If, for any reason, you are unable to attend the Executive MindXchange for which you are registered, and notify Frost & Sullivan in writing more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward registration at any other Frost & Sullivan Executive MindXchange. The credit must be used within 90 days of the original registration date and can be applied to any Executive MindXchange event scheduled up to one calendar year from the event for which you originally registered. Credits may not be transferred more than once, and all unused credit(s) will be forfeited after 90 days. Cancellation within 21 days prior to the event will incur a one time fee of 350. The remaining balance can be applied to any Executive MindXchange up to one calendar from the event for which you originally registered. Notification must be received by Frost & Sullivan in writing. If you do not attend the event and fail to notify Frost & Sullivan PRIOR to the event, no credit will be issued. Every effort is made to ensure that the speakers noted in this brochure are present, but changes beyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from To register, [email protected] or call In US, dial GO FROST ( ) 7