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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Benedikt
DORMANN

Director Global Customer Service

CASE STUDY / DAY 1

Service Excellence for Scale Ups in Hypergrowth

How do you support growth with service? And how do you do so in fast growing start-ups which are called scale ups? A start-up in hypergrowth is doubling or tripling its customers and revenue base on an annual base. You start the year with 200 employees and end up with 600. How do you support growth as a customer service division in this crazy environment? First you need to decide if you want to be on the light side of service or on the dark side of service.

  • Four key pillars for scale ups in hypergrowth
  • Focus / avoid / turn-around / solve

CASE STUDY / DAY 1

Technology and Artificial Intelligence Transforming the Omnichannel Journey

To remain competitive and sustain growth as the digital transformation reshapes the business environment, companies and contact centres need to embrace innovation while delivering great customer experiences, operating with agility and empowering their people to be more productive. Join this session to understand how technology and artificial intelligence transform the omnichannel journey and connect teamwork across the organisation to enable successful customer outcomes at speed and scale.

  • Transform the omnichannel journey and connect teamwork across the organisation to achieve customer success
  • Embrace digital transformation and the use of artificial intelligence to deliver optimal customer service experience
  • Empower your team with the customer service tools, workflows and knowledge they need to be at their best

Svetla
SCHEIBER

Customer Success Manager

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Paolo
PORRATI

Head of Customer Service

Svetla
SCHEIBER

Customer Success Manager

Benedikt
DORMANN

Director Global Customer Service

Vitalija
BARZDENE

Head of Contact Centre

Darko
POPOVIC

Group Head of Customer Service

Oliver
VIERECK

Director Outsourcing Vendor Management

CASE STUDY / DAY 2

Empowering Employees as the Pillar of Customer Service

The success of any organisational or technological evolution depends directly on its degree of integration with the human variable. Designing this integration correctly is therefore fundamental also and above all in the current situation, in which the customer service is being transformed from a service element to a commercial level.

  • Challenges of dealing with the employees churn
  • Opportunities, rewards and motivation for your employees
  • What is the best way to hire and train your support staff?
  • The importance of creating the knowledge base for your employees
  • Defining the employee engagement plan: The essentials and avoiding micromanagement

Paolo
PORRATI

Head of Customer Service

Darko
POPOVIC

Group Head of Customer Service

CASE STUDY / DAY 2

Digitalisation of Customer Service

Moving from traditional voice-based customer support into multi-experiences CX hub

  • A change in contact channel strategy, focus on messaging platforms
  • Digital first strategy in new customer experience design
  • Digitalisation of existing customer service – Improvements shifting from mainly back-end automation to front-end enhancement with self-service platforms
  • Balance between human and system support, high-value and low-value transactions
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See what keynote speakers will be taking part in the exclusive speaking panel.
Explore what Case Studies will be discussed by our senior corporate speakers

11th Annual Optimising Contact Centres Summit
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