Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from banking, telecommunication, pharmaceutical, aviation, hospitality, retail and automotiveindustries involved in:
Social Media (Servicing)
PAST CASE STUDIES INCLUDE
CASE STUDY / DAY 1
Increasing Customer Profitability with Predictive Modelling
Swiss Re, one of the world’s largest reinsurers, not only provides capital solutions to its customers, it also assists their insurance clients in their day to day business, supporting them to improve business efficiency and to increase profitability: Swiss Re e.g. helps its insurance customers to detect profitable risks using new technology in form of machine learning applications. Either to identify customer segments that outperform other sectors, using external data and/or identifying regions that provide better insurance margins. These are two examples of a whole range of possibilities that the company can bring to its customers to assist them to achieve their growth targets and increase their margins.
Predictive modelling in insurance
Introduction to machine learning applications that use external data to predict profitability of a given (insurance) market
Discussion on business cases that help customers to benefit from forward-looking modelling in their insurance value proposition
Portfolio optimisation and portfolio steering with machine learning approaches
Vice President Global Clients and DACH
Customer Success Manager
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
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
Head of Customer Service
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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