Customer Contact Week Europe 2019

Main Conference Day Two

8:00 am - 8:25 am Registration and morning coffee

8:25 am - 8:30 am CCW Europe Opening and Chairperson's remarks

8:30 am - 9:00 am Keynote case study A groundbreaking CX scale up in a customer and digital native organisation -  and how is culture playing a huge role

This keynote case study will take you on the groundbreaking journey Airbnb has taken recently to grow their global customer operations from 2,000 agents and 5,500 agents. It will focus on the key elements that have made this possible.  
  • Deliver a true customer centric culture by working closely with CX, Data Science, and Engineering teams 
  • A different approach from the digital natives: Be scrappy yet getting things done 
  • Breaking down silos and creating shared understanding and mutual respect
  • How is culture playing a massive role in the transformation project 
  • A winning combination of technology & future thinking bonded with customer experience and focus

9:00 am - 9:30 am Keynote session Balancing intelligence, machine and human, for a digital workplace

Yuval Dvir - Global Online Partnerships Google Cloud
  • How AI and Machine Learning (ML) is adding another dimension of intelligence in the workplace
  • How to reach a new balance with emotional intelligence with increased cognitive capacity at our hands? 
  • How to embrace disruptive technology without disrupting the organisation: What are the elements you need to get right in the digital workplace for this new technology to thrive? 
  • Deciphering intelligence from the aspect of neuroscience, technology, business and people

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Yuval Dvir

Global Online Partnerships
Google Cloud

9:30 am - 10:10 am Keynote session Designing and implementing a customer-centric approach from scratch to future proof your business

Jo Mayes - Customer Operations Director Business Stream
How do you start a customer-centric approach from scratch, when customer experience has not been a main focus of the business? Jo and her team stood up to the massive challenge and have been very busy in the past couple of years. This keynote session will outline the challenges, the approach and metrics behind their award-winning effort in establishing their customer centric operations from scratch: 
  • Re-organising your operating model to future proof your business: How to make a fundamental shift towards customer centricity
  • Having the right people in place especially the new leadership team 
  • Opening up customer contact channels based on voice of customer
  • Deploying digital and robotic technologies for heaving lifting processes 
  • Assessing the CX maturity level and measuring the effectiveness and business impact 
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Jo Mayes

Customer Operations Director
Business Stream

10:10 am - 10:40 am Keynote session Deutsche Telekom’s digital transformation to bridge the North and South Pole in customer care: Empathy and Artificial Intelligence

Onno Hoffman - Vice President, New Products & Services Deutsche Telekom
At CCW 2017 Deutsche Telekom shared a powerful case study on how they created an environment for their digital transformation to thrive. The departure thoughts were the future of AI and the huge opportunity it could bring to the business. In this keynote session, Onno will bring updates and focus on what they have done to deliver the promise of AI and social customer care.  
  • Where does the North Pole (Empathy) and the South Pole (Artificial Intelligence) meet for next level customer care? 
  • The urgency call for a large service organisation: Why do we need to do it fast?  
  • Implementing AI and Social Media in customer care: How did we do it and where are we at the moment? 
  • The new focus of Zero Touch: What’s the business impact? 
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Onno Hoffman

Vice President, New Products & Services
Deutsche Telekom

10:40 am - 11:10 am Morning refreshments and networking break in the exhibition hall

11:10 am - 11:40 am Keynote session Becoming a customer-centric enterprise in the digital age

Oke Eleazu - Chief Operating Officer Bought by Many
Customer centricity is more than offering good service.  Customer-centric companies are disruptors who build their businesses completely around their customers and design their services with customers at the heart of operations. Yet there are tools and methodologies you can apply to develop your customer-centric enterprise and this keynote session will show you how:
  • Re-imaging and recreating your business and processes with customers at the centre: An “outside-in’ approach
  • Breaking down functional silos to increase customer information sharing
  • Aligning your business culture with customer centric goals
  • Being customer centric in the digital age: What are the key challenges? 
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Oke Eleazu

Chief Operating Officer
Bought by Many

11:40 am - 11:45 am 5 minute switch over time

CCW interactive Discussion Groups: Connect with your industry! Don’t miss the chance to meet your peers in a session focused on key issues impacting your industry. This interactive discussion group session is a delegate favourite.

CCW interactive Discussion Groups: Connect with your industry! Don’t miss the chance to meet your peers in a session focused on key issues impacting your industry. This interactive discussion group session is a delegate favourite.

11:40 am - 12:20 pm IDG Q: Finance

11:40 am - 12:20 pm IDG R: Retail

11:40 am - 12:20 pm IDG S: Telco

11:40 am - 12:20 pm IDG T : Travel and hospitality

CCW interactive Discussion Groups: Connect with your industry! Don’t miss the chance to meet your peers in a session focused on key issues impacting your industry. This interactive discussion group session is a delegate favourite.

11:40 am - 12:20 pm IDG U : Healthcare

11:40 am - 12:20 pm IDG V : Utilities & Public Services

11:40 am - 12:20 pm IDG W: Disruptive Camp

11:40 am - 12:20 pm IDG X: B2B Industries

12:20 pm - 1:20 pm Networking lunch in the exhibition hall

Track A: CUSTOMER EXPERIENCE: Deliver personalised, effortless and speedy service

1:20 pm - 1:50 pm Case study: Repositioning and re-designing customer support: From back-office to a lead generator and customer experience driver
Pether Jonsson - Group Vice President, Head of Customer Experience ABB
  • A leading B2B manufacturer’s challenge: Great products yet people can’t find us!
  • Redesigning customer support with a virtual global customer contact structure that covers 45 countries
  • Developing capabilities and metrics focusing on personal, localized and knowledgeable agents
  • Achieving an intelligent and connected customer contact that provides real time visibility with improved customer journey 
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Pether Jonsson

Group Vice President, Head of Customer Experience
ABB

Track B: PERFORMANCE TRANSFORMATION: Transforming your contact centre into a high performance profit centre

1:20 pm - 1:50 pm Keeping up with the change with a relentlessly focus on cultural transformation
From traditional Voice through to Social Media and the creation of the UK’s first Mobile Video Banking capability, Simon leads a team helping over 4,000 Colleagues make a difference by continuously innovating into new ways to better service their 60million customers. Simon shares the most crucial components of success here: 
  • Building emotional engagement in a digitally savvy world through cultural, proposition and performance transformation 
  • Creating a culture of care and ownership within our Contact teams
  • Recognising empathy and knowledge are key to drive the best customer experience

1:50 pm - 1:55 pm 5 minute transition time

Track A: CUSTOMER EXPERIENCE: Deliver personalised, effortless and speedy service

1:55 pm - 2:25 pm Improving digital customer experience towards 2023: Driving self-service through visual IVR and integrated mobile platform
Ahmed Furkan Gul - Digital Business Development Manager Turk Telekom
As Turkey’s leading telecom provider, Turk Telekom is reinventing the business model and customer contact through their relentless digital transformation effort. This case study will provide 2 specific projects and key learnings: 
Designing a digitalised customer journey towards 2023: What are the key components?
  • How to reduce the 100M calls a year we are receiving now? 
  • Visual IVR as a different solution to balance productivity, cost and performance
  • Advancing the digital customer journey through integrated mobile platform
  • How to encourage customer adoption?  
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Ahmed Furkan Gul

Digital Business Development Manager
Turk Telekom

Track B: PERFORMANCE TRANSFORMATION: Transforming your contact centre into a high performance profit centre

1:55 pm - 2:25 pm Case Study: Marrying CX with Operational Excellence: Reimagine and reengineer your business and customer processes to delight customers
Aoife Burke - Head of Customer Contact Enablement AIB
  • Streamlining customer contact processes to improve speed and personalisation across different channels
  • Developing a process ownership model  for end to end customer satisfaction
  • Focusing on customer journeys for both inbound and outbound customer contact 

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Aoife Burke

Head of Customer Contact Enablement
AIB

2:25 pm - 2:30 pm 5 minute transition time

2:30 pm - 4:10 pm Case study: What makes Danske Bank different: Balancing self-service with a human touch to create all contact, all connection seamless customer experience

Jann Hoffmann - Head of Contact Centre Operations Management Danske Bank
  • Delivering connected omni-channel customer experience despite complexity and change
  • There’s an app for that:  Raising self-service and lowering customer efforts through mobile apps
  • Creating different touchpoints for digital conservative and digital savvy customers:  A Nordic perspective 
  • The slow move into chatbot: Are we ready yet? 

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Jann Hoffmann

Head of Contact Centre Operations Management
Danske Bank

2:30 pm - 4:10 pm Case study: Customer service transformation at Diageo focusing on value adding: Moving from service tactics to a strategic customer-centered transformation

  • Looking at service strategically: What’s the value customer service is adding to the business? What is the tangible and intangible business impact?
  • Balancing between service and compliance
  • Better customer segmentation to provide better visibility for delivering personalised service to the right customers 
  • Going beyond the service team: An overhaul of end to end commercial processes with customers at the centre

3:00 pm - 3:30 pm Afternoon refreshments and networking break in the exhibition hall

3:30 pm - 4:10 pm Closing Think Tank Session Panel Discussion: The golden triangle to future proof your contact centres: Outsourcing relationship, technology advancement, talent engagement

Bridie Holowkiewicz - Head of Customer Relations Contact Centre TransPennine Express
  • Developing and maintaining a collaborative relationship with your outsourcedcontact centres 
  • How are Robotics and AI shifting the outsourcing model in contact centre space 
  • How to manage the next generation of workforce: Identifying, retaining and engage talent 
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Bridie Holowkiewicz

Head of Customer Relations Contact Centre
TransPennine Express

4:10 pm - 4:40 pm Closing keynote session Developing a profitable customer strategy for 2018

  • Defining and designing the future customer contact framework 
  • Having a deeper understanding of your customers and employees

4:40 pm - 4:40 pm End of main conference