www.frost.com/cce
Taking Customer Service to the Next Level5 - 7 June 2017 | Hilton Budapest | Budapest, Hungary
A F RO S T & S U L L I VA N E X E C U T I V E M I N D C H A N G E
11th Annual
C u s t o m e r C o n t a c t , E u r o p e:
P a r t o f o u r 2 0 1 7 I n t e r n a t i o n a l C u s t o m e r C o n t a c t E x e c u t i v e M i n d X c h a n g e S e r i e s
Gary BlatcherGroup Director, Customer ExperienceA2Dominion Group
Gemma de KoningSenior Director Operations, EuropeStryker Medical Europe
Kim Dix-HuijtsGlobal Lead, Change Program - Consumer CareTP Vision (Philips Consumer Electronics)
Jonas ForslundDirector, Global Optimisation & Analytics - Service CentreKlarna AB
Jochen GaßnerExecutive Vice President, Customer AdvocacyAvira GmbH
Lukas Hasik Vice President, Customer Care and SatisfactionAVAST Software
EXECUTIVE PROFILE / WHO WILL PARTICIPATE
*please note this profile is based on past Executive MindXchange events.
WHY YOU MUST ATTEND
1. DIGITAL TRANSFORMATION IS USHERING IN AN ERA OF
UNPRECEDENTED CHANGE: Ignore this at your peril. Be the oneto lead your company into the future and develop a roadmap toensure your organisation is not left behind.
2. TODAY’S CONSUMER HAS COMPLEX COMMUNICATION NEEDS: Their customer experience is of paramount importance to yourorganisation’s market leadership. Be the company that lives up to itsexpectations and proactively engage your customers in the deliverychannels they want, and with the personalisation, empathy andtransparency they demand.
3. AUTOMATION IS ACCELERATING: Organisations today are nowshifting their focus from labor-intensive communication services to amore diversified set of platform-based, technology-driven services.Keep pace with the advancements, know when to hit the trigger, andget ready for the disrupters still to come.
4. THERE IS A PEOPLE REVOLUTION: Expect your future workforce tobe radically different. Today’s employees have changed the game withregard to what attracts them to a company, what motivates theirpeak performance, and what makes them stay and grow with you.Come up with the right game plan to ensure you have the talent inplace that will propel your customer experience to the next level.
5. YOU STILL HAVE TO BE “ALL THAT”: Amidst all the disruption, theinnovation, and consumer upheaval comes the unabated demand foryou and your team to be operationally efficient and effective. Planfor the “must have” people, process, and technology you need inorder to meet the expectations placed on you by senior management.
AN INTERACTIVE EXPERIENCE LIKE NO OTHER...
Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/cce
An Event Shaped by a Community of Your Peers!
Frost & Sullivan extends its appreciation to the following Advisory Board Membersfor their expertise and valuable support in ensuring the agenda delivers relevantand valuable content.
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n Customer contact, customer experience, and operations executives seeking to leadtheir organisation into the future and drive customer experience as a key strategicpriority for the organisation. Network with Vice Presidents, Directors, Senior Managersand Heads of:
• Call Centres
• Contact Centres
• Customer Analytics
• Customer Care
• Customer Contact
• Customer Experience
• Customer Satisfaction and Loyalty
• Customer Service
• Customer Strategy
• Customer Support
• Operations
• Quality Assurance
• Sales & Marketing
EVENT COUNTRY REPRESENTATIONAlgeriaAustriaBelgiumBulgariaChinaCzech RepublicDenmarkEstoniaFinlandFrance
GermanyGreeceHungaryIrelandIsraelItalyLuxembourgNetherlandsNorwayPoland
PortugalRomaniaSerbiaSlovakiaSpainSwedenSwitzerlandUnited Arab EmiratesUnited KingdomUnited States
Executive 67%
Management
Other
32% 67%
ecutivEx e ecutivgMana
32% ementg
Other
(Heads of, Directors, Vice Presidents, &Managing Directors)
Ana KeatingDirector, Global Support and Quality ServicesRational Group
Jürgen NowatzkiHead, Country Customer Relations(Germany)IKEA Deutschland GmbH
Colby Parrott PersellHead , EMEA Customer OperationsSurveyMonkey
Moritz Raesch Director, Integrated Customer SolutionsTE Connectivity
Sacha RedmanDirector, Customer Experience Arco Ltd.
René Zaremba Global Head, Customer Service ExcellenceDanfoss
LOCATION, LOCATION, LOCATION...
Located in the Royal Castle District, a UNESCO World Heritage Site, Hilton Budapest offersspectacular panoramic views towards the River Danube, the Hungarian Parliament and Margaret Island.Enjoy a walk around the charming, winding streets of the Castle District: explore the former RoyalPalace; marvel at the beautifully reconstructed houses; and sample the cozy cafés and restaurants. Sense the atmosphere of times gone by while enjoying the fresh air and tranquil surroundings.
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COLLABORATE, COLLABORATE, COLLABORATE: Engage in strategicconversations with customer care and experience executives, guaranteedto generate new ideas!
RELAX, HAVE FUN AND MAKE NEW FRIENDS: Keep your contact list buildingand engines at high rev, while enjoying over a dozen unique networking events!
SEE FOR YOURSELF: Join us for a tour of Emirates customer contact centerand see how they do it, and do it well!
FIND NEW SOLUTIONS TOTODAY'S CHALLENGES: Play the InteractiveSolutions Wheel to find out which of the industry's products and services willhelp you solve your challenges. It is a series of rapid fire, one-on-one meetingswith leading solution providers –both intense and fulfilling. Yes, there are prizes!
11TH ANNUAL CUSTOMER CONTACT, EUROPEEXECUTIVE MIND CHANGE ADVISORY BOARD
98% of surveyed participants would recommend thisevent to their colleagues and/or peers.
HIGHLY RECOMMENDED BY YOUR PEERS
Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/cce
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Schedule-at-a-glance is preliminary and will be updated as information becomes available.
SCHEDULE-AT-A-GLANCE
Zone 1. Elevating the Customer Journey and Experience | Zone 2. Navigating Channel Advancements | Zone 3. Achieving Organisational Outcomes
Customise your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
SUNDAY, 4 JUNE, 2017 | ARRIVAL DAY
18:00 Suggested Arrival TimeArrive Sunday to participate in Monday's Networking Activities
MONDAY, 5 JUNE, 2017 | NETWORKING DAY
Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.
09:00 Taste & Tour Budapest Check-in
16:15 Sponsor ROI Workshop17:45 Sponsor Registration & Orientation18:15 Speaker & Thought Leader Orientation
An essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers.19:00 Welcome Networking Reception & Event Kickoff
TUESDAY, 6 JUNE, 2017 | WORKSHOP, GENERAL SESSION AND EXHIBITION
Join us for the morning workshop, and then bring plenty of business cards for a lively Participant Meet 'n' Greet that kicks off the General Session program.
08:00 WORKSHOP: REGISTRATION AND CONTINENTAL BREAKFAST
Exchange ideas, new perspectives, and power up your professional network during this interactive workshop. Registration for the workshop may incur an additional fee.
08:30 WORKSHOP BEGINS
GENERAL SESSION OPENS
11:00 GENERAL SESSION REGISTRATION AND EXHIBITION OPENS
11:25 Workshop Concludes 11:30 Participant Meet ‘n’ Greet
This end-user/participant activity is your opportunity to identify right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants whohave thought leadership you can benefit from and to facilitate later dialogues throughout the event.
12:00 Food For Thought – Networking Roundtables Hosted by Industry Leaders Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.
13:10 Session to Session Travel Time13:15 WELCOME and KEYNOTE – Botman vs. Super Agent: The Future of the Contact Centre 14:10 Navigating Customer Contact, Europe14:20 SUCCESS STORY – Creating and Delivering an Effortless Customer Experience 14:50 Frost & Sullivan Customer Contact Executive MindXchange Advisory Board Recognition14:55 Session to Session Travel Time15:00 CONCURRENT COLLABORATION ZONES - ROUNDTABLES
Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.Choose one of the following zones:
16:00 Networking, Refreshment, and Exhibition Break
16:30 CONCURRENT SESSIONS – Choose one of the following concurrent sessions:
17:00 Session to Session Travel Time17:05 CONCURRENT COLLABORATION ZONES - THINKTANKS
ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.
Choose one of the following zones:
18:05 Session to Session Travel Time
18:10 SUCCESS STORY – Customer Experience in the Millennials' Age
18:50 Networking Reception
20:00 Meet in Hotel Lobby for Dine Around Budapest Departure
CHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONES:
Zone 1. Living the Customer Journey: Pinpointing and Acting on “Moments of Truth”
Zone 2. Self-Serve: Strengthening Effectiveness, Improving Experience
Zone 3. Global Customer Care: DeliveringConsistency of Service Across Product Lines and Geographies
INTERACTIVE – Solutions Wheel –Play the “wheel” to find out which of the industry's products and serviceswill help you solve your challenges. It is a series of rapid fire, one-on-onemeetings with leading sponsors – both intense and fulfilling.
( OR )
FROST & SULLIVAN VISIONARY INSIGHT – Progressive Technology and the Changing Nature of Customer Engagement
Zone 1. Building Capabilities to Deliver a Personalized Customer Experience
Zone 2. Advancing Social Channels: Customer Dialogues, Communities, and Advocacy
Zone 3. Loyalty, Retention, Revenue: Driving Customer Outcomes Using Predictive Analytics
Charting Your Course on the Customer Experience Maturity Curve
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SCHEDULE-AT-A-GLANCEWEDNESDAY, 7 JUNE, 2017 | GENERAL SESSION, EXHIBITION, AND EMIRATES SITE TOUR
08:30 Continental Breakfast and Exhibition09:00 ICE BREAKER AND KEYNOTE – Building a Brand Trust: The Art of Empathy and Emotional Connection 10:00 SUCCESS STORY – Processes and Best Practices for Making Change Happen 10:30 Networking, Refreshment, and Exhibition Break11:00 CONCURRENT COLLABORATION ZONES - MINDSHARES
Mindshare sessions bring together a panel of subject-matter experts to tackle and discuss real-world business challenges and problems.
Choose one of the following zones:
12:00 Food For Thought – Networking Roundtables Hosted by Industry Leaders Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.
13:00 Session to Session Travel Time13:05 CONCURRENT COLLABORATION ZONES - PEER COUNCILS
Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.
Choose one of the following zones:
14:05 Networking, Refreshment, and Exhibition Break14:35 CAPSTONE – Realising a Unified Service Strategy 15:05 INSIGHTS AND IDEA ROUNDUP – Implementing the Best, Brightest and Boldest Ideas from the Program15:45 Content for the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange Concludes
EMIRATES CUSTOMER CONTACT CENTRE SITE TOUR AND EXECUTIVE ROUNDTABLE
16:00 EMIRATES SITE TOUR – Shuttle Check In. Hors d'oeuvres. beer, wine, and beverages will be served.
18:15 EXECUTIVE ROUNDTABLE – Being Human: Making Emotional Connections in a Digital Economy 19:45 Customer Contact Centre Site Tour and Executive Roundtable Concludes
20:00 Customer Contact Centre Site Tour Shuttle Arrives at Hilton Budapest
Zone 1. VoC and VoE: Operationalise Voice of the Customer and Employee and Align with Business Objectives
Zone 2. Reinventing Chat as a Channel
Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives
Zone 2. What B2B Can Learn from B2C Customer Experience Excellence
Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/cce4
93% of Surveyed Participantswould recommend this event
to their colleagues and/or peers.
SNAPSHOT OF COMPANIES REPRESENTED AT PREVIOUS CUSTOMER CONTACT EXECUTIVE MIND CHANGE EVENTS:
Customer EngagementL e a d e r s h i p C o u n c i lL e a d e rCustomer Engagement
s h i p C o u n c i lL e a d e rCustomer Engagement
s h i p C o u n c i lCustomer Engagement
s h i p C o u n c i lCustomer Engagement
THE PREMIER
COMMUNITY FOR
EXECUTIVES IN
CUSTOMER EXPERIENCE,MARKETING AND
CUSTOMER CARE
Are the people in your world todaybringing new perspectives and sharinginsights from other industries?
To stay competitive in your world ofcustomer engagement, spend time withothers who have charted the course.
The Customer Engagement LeadershipCouncil by Frost & Sullivan offers aunique opportunity to connect year-round with action takers and forwardthinkers from across industries.
Join the Customer Engagement LeadershipCouncil, and:
• Gain best practice learning based on real-world scenarios.
• Build an exclusive, executive network of peers in other industries.
• Develop your executive leadership capabilities.
• Remain a relevant and high-performing leader well into the future.
SPENDTIMEWITHTHE BESTTOBECOMETHE BEST.
See Our Founding Members &Inquire about Membership.
Visit www.customerleadershipcouncil.comEmail: [email protected]
“You are the average of the five peoplewith whom you spend the most time.”
–Jim Rohn, Entrepreneur
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TASTE & TOUR BUDAPEST
09:00Join us for a unique experience of Budapest’shistoric centre and its deeply rooted localtraditions. Live like a Hungarian and explore theirdaily rituals; enjoy the warmth and beauty withinsome of the well known edifices.Meet in hotel lobby. Lunch and transportation provided.Participant Fee: €70
MONDAY, 5 JUNE, 2017
PARTICIPANT
MEET 'N' GREET
11:30
This end-user/participant activity is your opportunityto identify right out of the gate – those peers whoshare challenges similar to your own. It's a great wayto find participants who have thought leadership youcan benefit from and to facilitate later dialoguesthroughout the event.
Meet and greet your fellow peers and colleagueswhile enjoying a little conversation & cocktails!
TUESDAY, 6 JUNE, 2017
DINE AROUND
BUDAPEST
20:00
Take networking a step further and join us as weventure to Budapest's culinary hot spots to see thetown and taste the local cuisine. A great opportunityto further relationships with your fellow peers in arelaxed, intimate setting! Meet in hotel lobby. Dinnerand transportation provided.Participant Fee: €70
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Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/cce6
MAXIMIZEYOUR NETWORKING
WEDNESDAY, 7 JUNE, 2017
EMIRATES CUSTOMER
CONTACT CENTRE
SITE TOUR AND
EXECUTIVE ROUNDTABLE
16:00
With 48,000 interactions a day, from 50 countries in 17languages across 7 sites, Emirates has been working onhow to manage the customer conversations to ensurethey get the response, tone and resolution right. TheBudapest contact centre is the newest addition. Attendthis site tour and discuss some of the key areasEmirates is focusing on currently in their business.Participant Fee: €75
WELCOME NETWORKING
RECEPTION AND
EVENT KICKOFF
19:00
NETWORKING RECEPTION
18:50Mix and mingle with your fellow peers and colleaguesbefore we embark on the Dine Around Budapest!
Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/cce
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VENUE INFORMATION Hilton Budapest Budapest, Hungary Hess A. Ter 1-3, Budapest, H-1014, HungaryTel: +36-1-889-6600
We suggest you arrive Sunday, 4 June 2017. Frost & Sullivan will be reserving a limited number ofdiscounted rooms at the event property. Please contactthe property directly for rates, availability, and to bookyour accommodations. Be sure to mention you will beparticipating in the Frost & Sullivan event.
TO REGISTER:
:ONLINEwww.frost.com/cce
& PHONEContact: +44 (0)1865.398.644 (Europe)1.877.GO FROST (US)(1.877.463.7678) for details
Registration at Frost & Sullivan Executive MindXchange events is subject to review, and restricted to end user
practitioners. Therefore, we reserve the right to decline attendance to any company deemed to be a vendor in
the market. For information on how to sponsor a Frost & Sullivan Executive MindXchange, please contact
Gary Robbins at [email protected].
Payment ProceduresPayment in full is required immediately upon registration and is non-refundable and also must be received by Frost & Sullivan prior to the event start date. If payment has not been received by Frost & Sullivan prior to the event start date you will not be able to attend the Executive MindXchange. If, for any reason, you are unable to attend the Executive MindXchange for which you are registered,and notify Frost & Sullivan in writing more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward registration at any other Frost & Sullivan Executive MindXchange.The credit must be used within 90 days of the original registration date and can be applied to any Executive MindXchange event scheduled up to one calendar year from the event for which you originallyregistered. Credits may not be transferred more than once, and all unused credit(s) will be forfeited after 90 days. Cancellation within 21 days prior to the event will incur a one time fee of $500. The remaining balance can be applied to any Executive MindXchange up to one calendar year from the event for which you originally registered. Notification must be received by Frost & Sullivan in writing.If you do not attend the event and fail to notify Frost & Sullivan PRIOR to the event, no credit will be issued. Every effort is made to ensure that the speakers noted in this brochure are present, butchanges beyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from www.frost.com/cce
Register online! www.frost.com/cce
5 - 7 JUNE 2017HILTON BUDAPEST
BUDAPEST, HUNGARY
Participation Package includes:
1. Complete access to our Customer Contact Executive MindXchange, including all keynotes,interactive workshops and non-stop networking
2. Complimentary subscription to our quarterly Customer Contact eBulletin
3. Access to our Customer Contact Power Point portfolio with insightful thought leadership and best practices from our event speakers
4. Access to dozens of Customer Contact industry articles & white papers
5. Complete access to our onDemand library of recent industry eBroadcasts
6. Membership to Frost & Sullivan's Customer Contact, invitation-only LinkedIn Community;available only to event participants and other selected VIP companies
7. Access to on-site, post-event Custom Team Training; available by reservation
8. New Connections, New Friendships, New relationships
2/22/17
For more details on these registration features, visit: www.frost.com/YourParticipation
A F R O S T & S U L L I V A N E X E C U T I V E M I N D C H A N G E
11th Annual
C u s t o m e r C o n t a c t , E u r o p e :
REGISTRATION
Registration/Pricing Schedule
Group Discounts AvailableContact: 1.877.GO FROST for details
g Event Registration - Complete Series
A-La-Carte Options:
g Event Registration – General Pass
g Workshop
g Taste & Tour
g Dine Around
g Site Tour
&
€1990
(General Session, Workshop, Taste & Tour, Dine Around, Site Tour)
€1495
€395
€70
€70
€75
(Inclusive of: General Session Registration ONLY)
(€115 Savings)
Subscribe to the Customer Contact eBulletinA Quarterly eBulletin From the Organisers of theCustomer Contact Executive MindXchange Series
To Subscribe Visit www.frost.com/cce
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