01 - 02 October, 2019 |
Hotel Novotel Barcelona City, Barcelona, Spain

Main Conference Day Two

8:00 am - 8:50 am Welcome, registration and refreshments

8:50 am - 9:00 am Chair's opening remarks and recap

9:00 am - 9:30 am Culture change headliner: CX Transformation – How do you actually deliver to your customer in a time of complex change?

Mike will discuss how to assess the readiness and capability of an organisation to lead and deliver complex change successfully over time. Having identified critical break points that cause the process to fail, Mike will share some clear solution steps, underpinning the ability of any organisation to deliver any behavioural change related to any CX initiative.

9:30 am - 10:00 am Interview session: Who is your leadership A-Team?

  • New leadership skill sets - What is required from a head of customer experience management in light of digitalisation?
  • The convergence of job functions: Are the roles of CTO, CMO and CXO merging?
  • Multi-disciplinary teams: How do you ensure effective collaboration between your product, engineering, marketing, operations, data and finance exec team?

10:00 am - 10:30 am How can the operator establish trust in the organisation for decisions based on AI and machine learning models?


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

11:00 am - 11:45 am Headline panel session: Don’t fear the robots! Leading your team through an era of automation

  • The machine will not replace the human –Educate your workforce to understand the benefits of automated customer care instead of approaching it as threat
  • A new wave of training – Identify the future skills gap early and train now to maintain a highly productive, motivated and empowered team
  • Innovating from the bottom up – Encourage collaboration in the workplace to generate ideas from those who are carrying out customer service daily

11:45 am - 12:15 pm The Telco Opportunity in Tomorrow's Digital Future and how Amdocs CatalogOne can lead the way

12:15 pm - 12:45 pm Case Study: Changing a corporate culture in an era of digital transformation

  • Ergonomics – Adapting your office environment to the changing demands of a digital customer service to motivate and enhance wellbeing
  • Listen to your workforce – Continuously improve your customer experience by implementing transparent communication platforms enabling your teams to trouble shoot and relay problems quickly to the right department
  • Reward your workforce accordingly – As you invest to take your customer to a digital first service, adapt your workforce incentives to reflect this change internally

12:45 pm - 1:15 pm Quick Fix – Quick Win: Smart Customer Incident Resolution powered by AI - What are the most common and costly customer incidents which will guarantee return if resolved?

  • Understand the customer journey with a new and smart way of dealing with the customer
  • What are the implementation considerations when choosing to invest in this method?

1:15 pm - 2:15 pm Networking lunch break

2:15 pm - 2:45 pm The mobile app with minimal intervention

  • What are the key features of an app which enables the customer to self-serve?
  • How do you continuously update your app to keep up with your customer without breaking the bank?
  • Can overreliance on the customers’ interaction with the app threaten potential upsell and future sales which an operator or instore representative could execute?

2:45 pm - 3:15 pm Case Study: How to bring get your entire organization on board to with customer experience?

  • How do you set up a structure which enables the entire organisation to think about the holistic customer journey
  • After awareness creation within the organization, how do you get the customer to actually feel it?
  • How do you create an effective customer service roadmap to ensure that customer satisfaction is maintained throughout the interaction?

3:15 pm - 3:45 pm Data driven customer experience – how data and machine learning can (and cannot) drive better customer understanding and experience

  • How do you create a sophisticated network of tracking points to predict customer intentions?
  • How can predictive analytics open new opportunities for additional services to the customer?
  • Spot, assess and react to customer needs before the customer knows them

3:45 pm - 4:15 pm Afternoon networking break

4:15 pm - 4:45 pm Direct human interaction – keeping the best for last

  • What are the benefits to your business for keeping your call centre operators as a last resort for handling customers?
  • How can you use the latest CRM technology to optimise the use of the agent’s time?
  • What is the best chat box customer service? How has chatbox changed the skill set of the operator?

4:45 pm - 5:15 pm Strategically partnering with third parties to enhance your customer offering overnight

  • How can you find the right partner to provide added value services to enhance the customer offering?
  • How do you need to adapt your business model to optimise your new partnership?
  • Does it make commercial sense to partner only in the regions where the added value is more likely to generate sales or, is brand consistency better?

5:15 pm - 5:30 pm End of CEM Europe 2018 – See you next year!