Brian Fitzpatrick, Executive MindXchange Co-Chairman, Senior Vice President & General Manager, Events Division, Frost & Sullivan

The Autonomous Customer: The Challenge of Delivering Service in an Era of Business as Unusual

Dr. Nicola J. Millard, Customer Experience Futurologist, BT

Customers are often changing faster than the organisations that serve them.  The technologies that we fe that are always on and always on us are supercharging us and turning us into omnichannel, superconnected, hyperinformed customers.  How do organisations evolve traditional contact channels to meet the increasingly complex and emotive needs of a customer who often cuts organisations out of the conversation until the last minute?  What are the opportunities and challenges of serving autonomous customers?  How do you best compete in an age of a plethora of consumer choices, and an uncertain economic environment?

Key Take-Aways:

• Gain access to global research on customer behaviours that may challenge your customer experience strategies

• Learn from practical insights from across multiple countries, business sectors and industries

• Gain insight into why the role of the human contact points like store, contact centre and website are fundamentally changing and what you need to do to future proof your customer experience strategy

Customer Experience: Your Competitive Advantage in a Challenging Economic Environment 

Bryce Coté, Vice President Customer Care, TomTom

Learn how TomTom successfully adapted its customer care strategy during challenging economic times. In this session you will learn how TomTom increased customer satisfaction, effectively delivered the voice of the customer and created a new revenue stream while reducing its cost of support.

Key Take-Aways:

• Success factors for improving your customer experience
• Insights on how to improve transparency with your customer
• Best practices for converting your support team to a profit center

Networking, Refreshment, and Exhibition Break

Solutions Showcase

Hosted by: Cicero

Breakout Sessions - Create, Communicate, and Connect

Participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following:

RT1. Trust:  An Essential Element in Customer Contact

CO-FACILITATORS:

John Broderick, Chief Executive Officer, Cicero, Inc.

Tom Aiello, Senior Vice President of Sales, Cicero, Inc.

Trust is a human experience that defines relationships and how we interact. This is particularly true in customer service where employees and customers determine an organization's success. Join us for this practical, interactive session as we explore the impact of trust on customer service and how to earn the trust of employees, partners and customers.

Key Take-Aways:

• Perspectives on trust in customer contact
• Impact of technology on trust
• Examples of why trust matters
• Actions to gain and foster trust

RT2. Social CRM: Driving Profitability with Social Customer Engagement

FACILITATOR:

Stephane Lee, Chief Executive Officer, Dimelo

This highly interactive session will engage participants in the topic of integrating social media CRM into their customer service experiences. Discussions will focus on the practical aspects of driving existing customer service infrastructures toward increased customer-centricity, loyalty, and optimized profitability.

Key Take-Aways:

• Best practices for creating and growing a social media community to generate ROI
• A cost-effective guide for using social media tools and self-care to improve customer satisfaction
• The critical success factors involved in creating customer-care templates for social media

Solutions Wheel

Play the “wheel” and join a series of rapid-fire, one-on-one meetings with leading solution providers.

Runs concurrently with:

Launching a Social Networking Program in Your Contact Centre

MODERATOR:

Edward Caulfield, Vice President Customer Service and Support, Leica Geosystems

PANELISTS INCLUDE:

Christian Lindknud, Global eBusiness Manager, Innogenetics

Yaëlle Teicher, Head of Community Management, Voyages-sncf.com

Michael Havas, Group Director Customer Service & Online,
Telekom Austria Group

Marc Dompietrini, Customer Advocate Director, Symantec

The rise in social media has given companies a unique opportunity to find out what their customers saying about them – and to find out when customers have problems. Although social media has great potential for customer care, engaging with customers through these new contact channels presents unique challenges.

Key Take-Aways:

• Insights on when to stop listening and start acting
• How to manage social media interactions effectively
• Key techniques for helping customers in the social media environment
• Lesson learned on how social media can improve customer satisfaction and boost your brand

Your Valued Customer: Differentiating Service and Enhancing the Customer Experience

Jason Scott Livingston, Director of Customer Services, BioWare Ireland, Galway - Electronic Arts Inc.

How to develop, focus, and drive a corporate strategy of customer experience that sets you apart from the competition and delivers against the challenge of customer loyalty and retention.  The opportunities in balancing best practice, costs, and challenges in your people and tools to deliver The best customer experience.

Key Take-Aways:

• The key best practices in any strategic framework that a customer support organization should have to elevate you above your competition
• The essential "secret" element in delivering customer loyalty and customer advocacy
• Lessons learned from developing, establishing, and delivering an idea of customer support to a successful global 365x24x7 support model….from scratch to success

Roadmap Toward Operational Excellence

Piotr Machowski, Acting Chief Operating Officer, UPC Poland

Now more than ever, operational excellence is a must-have as organisations battle for customers in an uncertain economy and with restricted resources. To succeed a company needs to embrace a customer centric culture, a Business Process Management methodology and enabling IT solutions. In this session, you will find out how you can effectively use BPM, involve your employees, and use feedback from your customers to design a roadmap toward operational excellence.

Key Take-Aways:

• A case study of a BPM technology that helped to improve customer satisfaction and decreased operational costs
• An example of an effective Innovation Program for employees
• A practical framework for using voice of customers and closing the continuous improvement loop

Breakout Sessions - Create, Communicate, and Connect
 
Participant-driven discussions focusing on your key challenges and
concerns.

Choose one of the following:

MS1. The Great Debate: Revenue vs. Cost vs. Service

FACILITATOR:

Bill Payne, Vice President of CRM and Industries in Global Process Service, IBM

PANELISTS INCLUDE:

Véronique Verhulst, Customer Service Manager EMEA, CaridianBCT

David Hingley, Head of Planning and Insight, Shop Direct Group

Jan Smets, Director Marketing & Customer Service, Residential Customers and Mass Channels, bpost

Manuel González Frutos, Sales Service & Contact Center Director, Spanair

Shaun Parkin, Customer Care Manager, EMEA, Toshiba Europe

Stephen West, Interim Customer Service Director, Weight Watchers International

Matteo Dell’Orto, Head of CRM Business, Vodafone Italy

There are many economic uncertainties facing European countries, businesses, consumers, and ultimately those charged with the provision of customer care. In the past, the mantra was "invest to save" within your customer-centric organisation. The new reality for many is "save to save". What, if any, is the proper balance of resources required to drive revenue vs. deliver service excellence that drives satisfaction, loyalty and retention? And in the current environment, what does that balance cost and how is it measured? Are you unlocking resources to find ways to reduce costs while protecting or improving customer experience? Is your enterprise emphasizing revenue generation and growth opportunities; or is it more focused on cost savings; or a balance of both? How do you defend these sometimes indefensible choices? What is the impact to your technical and labor investments and contact center processes? Is the evolution of customer analytics helping you reach the right balance?

Key Take-Aways:

• An analysis of different models and priorities in regards to revenue, service and cost and how they are deployed in customer centric organisations
• Insight into the impact of different techniques and priorities on revenue, service and cost across a variety of industries
• Ideas for using data-driven approaches to provide customer insights to drive valuable fact-based business decisions

MS2. Leveraging Customer Interaction History and CRM to Nurture Relationships

Facilitator:

Derek Williams, Author and Creator of The WOW Awards,
The WOW! Group

Increasingly businesses are aligning and building customer relationships to increase profit, with organisations such as Apple, Google and Amazon leading the way.  Explore how to leverage an increasing variety of structured and unstructured data to enhance our ability to build trust and empathy with customers quickly.  Whether objectives are to increase service standards or to improve needs-based selling, exploring customer needs to ensure relevant and timely information is key to our success.

Key Take-Aways:

• A guide to the essential requirements from customer analytics and CRM

• Effective ways to use the insight to support customer contact activity and business change programmes

• Insight on when and where to be proactive or reactive in using customer insight

• Best practices for adapting to a multi-channel environment

Hosted by: Dimelo

Taking Multichannel Service to the Next Level

Beck Cao, International Self-Service Manager, Deutsche Telekom AG, T-Mobile Netherlands BV

Hear best practices and lessons learned by one company in their journey toward building multichannel call centres. Get their insights on customer flow technologies and optimisation of workforce skills for efficiency and revenue generation in the new environment.

Key Take-Aways:

• A technology framework of optimised customer service
• A guide to tools used in multichannel customer service to deliver efficiency and revenues
• Examples of implementations of multi channel customer service building blocks

Strategies for Increasing Sales in a Multi-Language and Multichannel Contact Centre

Alexandra da Silva, Director Central Reservations & Customer Service, NH Hotels

Serving over 400 hotels across 25 countries throughout EMEA is no mean feet, especially when your stakeholder directive is to increase revenue without increasing any outgoings. Not only that but a common challenge facing most call centre's lies in incentivizing agents from multiple different cultures, backgrounds and even pay grades is a huge task. NH Hoteles has managed to accomplish just that and in this session we will focus on the different incentive scheme’s rolled out in each country and how that translated to increased revenues at a minimal cost to the hotel chain.

Key Take-Aways:

• Country by country focus on incentive schemes
• Best practices for selecting the right channel to transition from an enquiry to a sale
• Results and metrics - translating motivational programs into sales

Continental Breakfast and Exhibition

Derek Williams, Executive MindXchange Co-Chairman, Author and  Creator of The WOW Awards, The WOW! Group

Brian Fitzpatrick, Executive MindXchange Co-Chairman, Senior Vice President & General Manager, Events Division, Frost & Sullivan

Igniting Agent Passion for Customer and Organisational Impact

Andy Mends, Customer Service Director International,
Elizabeth Arden

An insightful and discerning journey through the triumphs and trials of developing strategies to ignite team engagement which deliver your goals through making a difference on every interaction with stakeholders and customers alike.

Key Take-Aways:

• The Golden Rules for successfully articulating a vision and how to measure its success
• A guide to measuring Influence and Engagement and why these are the key enablers to success
• Case History – Coca-Cola ‘Liquid Thinking’

Are You Measuring What Really Matters? Satisfaction in The
Eyes of Your Customer

Sören Lundgren, Head of Service Management and Customer Experience, SEB Bank

Drawing from Soren Lundgren's experience at SEB, this session draws directly upon a case history of the company's implementation of their change and measurement system (NPS), which is recognised as world class by both EFMA and Peppers & Rogers. This session provides a framework to understand what really matters to the customer and your organisation, use that understanding to effect a change, and close the loop with your customer.

Key Take-Aways:

• A new way of thinking: Satisfaction is not good enough, work with experiences
• An example of a customer feedback system that really makes a difference
• Techniques for multi channel measurement
• Ideas to overcome the challenges associated with analysing cross country data and presenting the insights to corporate

Empowering Customer Contact Centres for Localised Customer Engagement

Rene Bomholt, Head of Customer Experience, Maersk Line

Glean best practices from the story of how Maersk turned around global customer dissatisfaction by rethinking the approach to customer service. A year after two of the biggest container carriers in the World, Maersk Line and P&O, merged customer satisfaction hit an all time low and several of the global customers were threatening to leave. The service quality was simply not good enough and was too inconsistent. Our customers had become global, but we were still geared towards handling everything locally. The result was a loss for the first in the A.P. Moller-Maersk Groups history 105 year history in 2009.

Key Take-Aways:

• Real world case example of how a structured customer satisfaction process facilitated a more standardised customer experience
• A template for using off shoring to move towards standardisation across 130 countries
• In the quest for standardisation: Insight on what goes global, and what stays local

Breakout Sessions - Create, Communicate, and Connect

Participant-driven discussions focusing on your key challenges and
concerns.

Choose one of the following:

TT1. Enhancing Your Mobile Customer's Experience through Multichannel Self- Service

FACILITATOR:

Clayton Reed, Senior Vice President, Worldwide Sales & Marketing, Voxeo

Today’s customers are now on the move and in charge of the manner in which they interact with your company. They expect to receive high quality, consistent customer service 24/7 and they want it on their terms. Join us to share innovative ideas for delivering a world-class customer experience in an environment of increasingly high customer expectations.

Key Take-Aways:

• Effective ways to leverage automated mobile based self-service to enhance service across all customer interaction channels
• Steps to analyzing your customer interactions and increasing customer loyalty, revenue and usage of your self-service solution through personalization
• Best practices to expand the focus of your teams in a mobile world to provide greater service to your customers

TT2. Savvy Multi Lingual Virtual Contact Centre Models

CO-FACILITATORS:

Arthur Nederlof, Chief Executive Officer, VANAD Group

Radboud Heinink, Contact Center Manager, VANAD Work from Home (member of the VANAD Group)

Every customer wants to talk to a company in his or her own language, every contact center employee wants to talk to a client in his or her own language.  Use the new way of working.  Now is the time to organize it, bring the ‘work’ to the right language, virtualize your contact center and make your employees and customers happy!

This highly interactive session will engage participants in the topic of building a Multi Lingual Virtual Contact Center that brings happiness to your clients as well as to your highly appreciated staff.  We will go ‘out of the box’ but you will get some ‘into the box’ ideas when you walk out of this session.

Key Take-Aways:

• Best practices for running a Virtual Multi Lingual Contact Center
• Lessons learned and success factors of this new way of working
• Insight on quality, flexibility, loyalty and performance in a Multi Lingual Virtual Contact Center

Breakout Sessions - Create, Communicate, and Connect

Participant-driven discussions focusing on your key challenges and
concerns.

Choose one of the following:

PC1. How Much Does Customer Experience Really Matter in B2B?

MODERATOR:

Mila Marceta, Director of Customer Support EMEA, Euronet Software Solutions

Research indicates that Customer Experience in a B2B environment significantly lags behind CE in B2C. While there are obvious differences and specific challenges in delivering CE in B2B, there are common fundamentals. Yet, questions remain – in B2B, is there a direct relationship between experience and loyalty? What drives loyalty in B2B? Is there a way to influence decision process? Is Net Promoter Score a valid KPI in B2B?

Key Take- Aways:

• Insight on challenges in delivering CE in B2B
• Best practices in delivering CE in B2B
• Framework for delivering and managing CE in B2B

PC2. From Operational, to Strategic Thinking

MODERATOR:

Brad Tribble, Vice President Customer Care & Aftermarket Business, EMEA, Electrolux

Anticipating future customer needs has become a major success factor for global corporations, therefore it’s vital to engage all parts of the corporation and to enable a shift in mindset towards one that is truly customer centric and insights driven. Listening to the voice of the customer and bringing it back in a structured way into the business to support strategy development is a key challenge, and one that can and should be driven by customer contact professionals such as yourself. Join us in this interactive session to discuss examples, lessons learned and success factors from different companies, and also illustrated in a case study from Electrolux showing the metrics used, examples of gained insights and information about the success of the implementation.

Key Take-Aways:

• Ways to gain a clear understanding of the key customer touch points within the user journey
• Best practices for accessing the core drivers of customer satisfaction by using Net Promoter
• Score as a key metric
• New ideas for empowering employees by training them on Insight generation
• A process to prioritize development actions and measure their impact on the customer experience

Analyst Insight - How Global Mega Trends will Change the Future of the Contact Center in Europe

Stephen Loynd, Global Program Manager - Customer Contact,
Frost & Sullivan

This interactive session will focus on analysis of global mega trends and their implications, particularly for the contact center landscape in Europe, examining important components of a company’s future strategy, development and innovation processes that also impact product and technology planning. Considering the daunting challenges faced by Europe's economies and companies, developing customized, high quality customer care services is mission-critical for contact centers today in order to retain existing customers and win new business. Contact centers continue to represent the “tip of the spear” when it comes to interacting with customers, creating brand loyalty and driving high C-Sat results.

Key Take-Aways:

• Framework for understanding how mega trends are connected and intertwined in order to maximize growth opportunities
• Insight on the forces accelerating technology change that are helping to improve business results in the contact center
• Guide to the latest social trends, future products and new business models as well as the specific needs and buying preferences of future consumers
• Tools to take advantage of emerging outsourcing hotspots and strategic recommendations for contact center success