15th Annual Optimising
Contact Centres Summit
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Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
CASE STUDY
“Voice of Customer” — The Working Model
The credit card industry has undergone significant changes over the years, driven by technological advancements, changing consumer behaviours, and regulatory developments. This presentation will trace the evolution of credit card product management, from its early days to the present, and explore the key trends shaping its future. We will discuss how product managers have adapted to new challenges and opportunities, such as the rise of digital payments, the importance of data analytics, and the increasing focus on sustainability. We will also examine the role of innovation in driving product development and enhancing the customer experience. Finally, we will look ahead to the future of credit card product management, discussing emerging trends and strategies that will shape the industry in the years to come.
How can we utilise the voice of customers effectively to foster growth and improvement of a company?
- 01Customers first!
- 02Understanding the customer pain points — the effective way!
- 03How to propagate the information in an actionable format to the right teams?
- 04Accountability is the key
- 05The framework of “Voice of Customer” Mechanism
CASE STUDY
A Contact Centre (R)evolution: Embracing Change & Technology, Empowering Love
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
Discover how embracing change and technology on the contact centre can empower your brand to create unforgettable customer experiences and foster “love” for your company.
- 01As company, we have a strategy to be number 1 for customers, employers and investors
- 02How do we transform to a service organisation with a focus on quality?
- 03How digitisation supports the transformation to relational service?
- 04Achieving concrete results
CASE STUDY
Contact Center Modernisation with GenAI
Find out about the latest trends and use cases around Contact Centre AI: GenAI for truly conversational User eXperience, Security AI for stronger, easier authentication and fending off fraudsters.
- 01How GenAI is transforming service
- 02The Modern Contact Centre (Caller, Agent, Service Leader)
- 03Case Studies
CASE STUDY
Human and Thriving Customer Service
Providing excellent customer service experiences by prioritising human interaction, empathy, and personalised support. While technology, including AI and automation, plays a significant role in modern customer service, the human element remains essential for building trust, understanding customer needs, and resolving complex issues effectively.
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
- 01Prioritising human interaction, empathy, and personalised support
- 02Marrying Voice of the Customer (VoC) & Voice of the Employee (VoE) programmes for a better customer experience
- 03Diversity and inclusion initiatives for a thriving contact centre workforce
CASE STUDY
Customer Experience Enhancement
In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.
In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.
- 01Can AI and Chatbots truly create unforgettable customer journeys?
- 02Multichannel customer engagement strategies for seamless experiences
- 03The emotional edge: How emotion AI drives customer satisfaction?
- 04How can we humanise digital customer support in the age of automation?
CASE STUDY
“Voice of Customer” — The Working Model
The credit card industry has undergone significant changes over the years, driven by technological advancements, changing consumer behaviours, and regulatory developments. This presentation will trace the evolution of credit card product management, from its early days to the present, and explore the key trends shaping its future. We will discuss how product managers have adapted to new challenges and opportunities, such as the rise of digital payments, the importance of data analytics, and the increasing focus on sustainability. We will also examine the role of innovation in driving product development and enhancing the customer experience. Finally, we will look ahead to the future of credit card product management, discussing emerging trends and strategies that will shape the industry in the years to come.
How can we utilise the voice of customers effectively to foster growth and improvement of a company?
- 01Customers first!
- 02Understanding the customer pain points — the effective way!
- 03How to propagate the information in an actionable format to the right teams?
- 04Accountability is the key
- 05The framework of “Voice of Customer” Mechanism
CASE STUDY
A Contact Centre (R)evolution: Embracing Change & Technology, Empowering Love
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
Discover how embracing change and technology on the contact centre can empower your brand to create unforgettable customer experiences and foster “love” for your company.
- 01As company, we have a strategy to be number 1 for customers, employers and investors
- 02How do we transform to a service organisation with a focus on quality?
- 03How digitisation supports the transformation to relational service?
- 04Achieving concrete results
CASE STUDY
Contact Center Modernisation with GenAI
Find out about the latest trends and use cases around Contact Centre AI: GenAI for truly conversational User eXperience, Security AI for stronger, easier authentication and fending off fraudsters.
- 01How GenAI is transforming service
- 02The Modern Contact Centre (Caller, Agent, Service Leader)
- 03Case Studies
CASE STUDY
Human and Thriving Customer Service
Providing excellent customer service experiences by prioritising human interaction, empathy, and personalised support. While technology, including AI and automation, plays a significant role in modern customer service, the human element remains essential for building trust, understanding customer needs, and resolving complex issues effectively.
In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.
- 01Prioritising human interaction, empathy, and personalised support
- 02Marrying Voice of the Customer (VoC) & Voice of the Employee (VoE) programmes for a better customer experience
- 03Diversity and inclusion initiatives for a thriving contact centre workforce
CASE STUDY
Customer Experience Enhancement
In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.
In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.
- 01Can AI and Chatbots truly create unforgettable customer journeys?
- 02Multichannel customer engagement strategies for seamless experiences
- 03The emotional edge: How emotion AI drives customer satisfaction?
- 04How can we humanise digital customer support in the age of automation?
Ahmed Nasr
Operations Director Egypt and Director Milk Africa & Turkey
Khaled Elsharkawy
Integrated Supply Chain Senior Director
Mueen Uddin Siddique
Senior Director – Access Network Procurement
Shannon Hore
Senior Vice President Procurement and Logistics
Sandeep Sharma
Director Group Procurement & International Markets Supply Chain
Hottest topics
LOOK AT THE TOPICS THAT WERE DISCUSSED
- 01Innovative strategies for delivering exceptional customer service
- 02Building a customer-centric culture in your contact centre
- 03Implementing AI and automation in contact centres for improved customer experiences
- 04The role of empathy and emotional intelligence in contact centre interactions
- 05Best practices for measuring and improving customer satisfaction in contact centres
- 06Virtual worlds unveiled: VR and AR in contact centres
- 07How can we customise and personalise chatbots for maximum impact?
Testimonials
What our users say about our conferences
Great content, great speakers, diverse presentation topics. Definitely worth attending.
Nestle
Head of Digital and CRM
This event had helped me to understand what are the trends in Europe and all over the world in customer service and sales.
Société Générale Group
Customer Service and Digital Sales Unit Head
It was a very fruitful session which provided me with overall 360-degree knowledge about the contact centre of today and tomorrow.
Raiffeisen Bank
Head of Contact Centres
Extremely insightful and valuable exchange! Thank you very much for bringing us together!
Allianz
Head of Contact Centre Capabilities
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