Customer Contact Week Europe 2019

Post Conference Focus Days & Site Tours

Post Conference Focus Day A: Service Design & Excellence

12:00 am - 12:00 am Post Conference Focus Day A: Service Design & Excellence
This focus day will feature thought-leadership case studies on how design thinking, service design and human centred innovation are redefining today’s business competitiveness especially in the customer experience space. 

Post Conference Focus Day B: AI & Bots enhancing customer service

8:00 am - 8:00 am Post Conference Focus Day B: AI & Bots enhancing customer service
AI and Bots are the most promising technology in the customer service space that has the potential of deliver exponential business results. Yet there is much hype around the technology. This focus day is aimed to clear the air by providing more insights on the realistic achievements and potential challenges through real life case studies. More over, the focus day will deep dive into how organisations are coping with the change and transformation internally. 

8:00 am - 8:20 am Registration and morning coffee

8:50 am - 9:00 am Chair person's remarks for Focus Day A

9:00 am - 9:45 am Keynote: Designing service excellence across the organisation through people and technology

  • Define and implement service excellence
  • Addresses the concept of 'flow' in service delivery
  • Explains the latest concepts of leadership, training, organizational design, and human resources management for the service industry

9:00 am - 9:45 am Keynote: AI & Chatbot Deployment to improve customer experience: Key Initiatives from Lufthansa

Martin Sassenfeld - Director Product Development Customer Services Lufthansa Group Airlines
  • What’s the business case of AI in customer service and the bottom line impact?
  • Chatbot deployment: Identifying the key functions and services to be included at different stages to meet the customer needs 
  • Gaining deeper customer insights through AI assisted VOC programme
  • A forward-thinking global call centre technology integration to empower customer service 

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Martin Sassenfeld

Director Product Development Customer Services
Lufthansa Group Airlines

9:45 am - 10:30 am A service excellence transformation case study: Strategically crafting a brand experience from instore to the omni-channel world

As the leading alcohol distributor in Finland, ALKO has been the benchmark when it comes to customer excellence. Yet, a big transformation is underway as they strive to deliver the same customer experience from the instore environment to the omni-channel world. Pekka will share their unique perspectives and key elements in their successful transformation: 
  • Redefining service excellence: Strategically crafting a brand experience and consistently deliver it 
  • Utilising customer data in addition to the traditional customer segmentation, customer journey mapping tools 
  • Developing and implementing a service excellence framework incorporating waterfall, agile and lean start up methods 

9:45 am - 10:30 am Case study: Incorporating virtual assistants with RPA programmes

Santander has recently launched their first customer facing virtual assistant in Norway. In this session, Einar and Sandvik will walk you through the key challenges of deploying virtual assistant and how they have combined efforts with their very successful Robotic programme to achieve step change. 
  • Developing an virtual assistant that works for your market and customers 
  • Refining the approach with machine learning ability
  • How to incorporate virtual assistant with RPA programmes

10:30 am - 11:00 am Morning refreshments and networking break

Post conference Focus Day A: SERVICE DEIGN & EXCELLENCE

11:00 am - 11:45 am Case study: Foster human-centred innovation to delight customers at every touch point
  • Empathy, design thinking, and an obsession with customer-centricity: what are the key principles? 
  • Keeping the ideas flowing to resolve the customer pain points 

11:00 am - 11:45 am Case study: Enhancing customer service with the UK government’s first Intelligent Virtual Assistant

James Rolfe - Director of finance, resources & customer services Enfield London Borough Council
It’s no surprise that public sector organisations look to reduce costs and simplify processes where possible; however what is also key to Enfield Council is optimising the customer experience. In this session you’ll hear how they are implementing an intelligent virtual assistant to optimise both internal and customer-facing processes. Learn from their initial successes and challenges how to:
  • Provide your virtual assistant with key information and processes to provide a foundation for future learning 
  • Govern your virtual assistant with a strict sign-off process to prevent learning corruption 
  • Identify if and where a process, or part of a process, is more suited to a human than your virtual assistant
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James Rolfe

Director of finance, resources & customer services
Enfield London Borough Council

11:45 am - 12:30 pm Case study: Designing a customer excellence framework through design thinking

11:45 am - 12:30 pm From IVR to Chatbots: Developing analytical competence for next generation customer service

Nick Muir - Head of Analytics RBS
  • Maximising customer experience impact with incorporating analytics with Customer Journey Management (CJM)
  • What do the conversations tell us and how can we make meaningful business decisions based on them 
  • Leveraging data analytics to better structure and configure IVR for complex banking services 
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Nick Muir

Head of Analytics
RBS

12:30 pm - 1:30 pm Afternoon refreshments and networking break

2:30 pm - 3:00 pm Interactive Roundtable Group Discussions

Table 1: Leadership spotlight
Table 2: Employee engagement
Table 3: Design thinking deployment
Table 4: The art of saying sorry: How to craft a genuine apology

1:30 pm - 2:00 pm Interactive Roundtable Group Discussions

Table 1: Lessons learned with AI deployment
Table 2: Coping with organisational change brought by digital workforce
Table 3: Human intelligence vs. machine intelligence: where is the future leading us to? 
Table 4: Building a business case for senior leadership buy-in

2:30 pm - 3:00 pm Group panel: Intelligent Bots, empowered workforce and customer centric service design for growth and profitability

  • Balancing chatbots and human touch points to provide superb customer experience
  • Optimizing workflow for a solid process infrastructure 
  • Empowering front line employees to build a service-minded workforce
  • The service design that covers key customer pain points 

3:00 pm - 3:00 pm Close of Focus Day

8:00 am - 12:00 pm Site tours

Site Tour 1: Hosted by Sky Campus 

Key objectives: 
An overview of sky’s customer operations strategy and what makes the difference 
Understanding key elements Sky’s successful customer strategy:  Analytics, chats, engagement
Benchmarking and networking to form a peer-to-peer relationship for future learning
Schedule: 
8:00 Coach leaving Hilton Glasgow
8:45am Delegation arriving at Sky 
8:45am – 9:00am Welcome coffee and meeting the delegates 
9:00am – 9:20am Introduction of Sky customer operations 
9:20am – 10:00am Assisted Touring to different segment 
10:00am – Coach leaving! Thanks Sky for hosting us! 

Site Tour 2: Hosted by the Allied Vehicles Group

About the Allied Vehicles Group
The Allied Vehicles Group was established in 1993 and has grown consistently to become the UK’s leading supplier of adapted and special purpose vehicles. Current annual turnover is £119 million and we employ more than 650 people. Sales and support staff are located across the UK while the majority of the workforce is based at our main manufacturing plant and administrative headquarters, in Glasgow.

Schedule: 
10:30am Delegation arriving at the Allied Vehicles Group 
10:30am – 10:40am Greeting and networking 
10:40am – 11:00am Introduction of the Allied Vehicles Group customer operations journey
11:00am – 11:40am Assisted Tour
11:40am – Coach leaving! Thanks Allied Vehicles Group for hosting us
12:00pm – Coach arriving at Hilton Glasgow