AGENDA

Interactive & Highly Collaborative Content

Our 2020 program is in development. The content you see below is from our 2019 program.
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For further information or to register, call Alan Bowman at +44 1865 398 644, or email him at events.us@frost.com

FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.

08jun7:00 PMFeaturedMonday, 8 June, 2020ARRIVAL DAY | Arrive Monday to participate in Tuesday’s Networking Activities.7:00 PM

08jun7:00 PMSuggested Arrival TimeArrive Monday to participate in Tuesday’s Networking Activity7:00 PM

09jun9:00 AM7:30 PMFeaturedTuesday, 9 June, 2020NETWORKING DAY | BRING PLENTY OF BUSINESS CARDS, RELAX, MEET-AND-GREET DURING THIS FUN-FILLED DAY DEVOTED TO MAKING NEW CONTACTS AND NEW FRIENDS. 9:00 AM - 7:30 PM

09jun9:00 AMGuinness Storehouse Taste & TourHosted by: HGS9:00 AM

09jun4:15 PMSponsor Workshop
4:15 PM

09jun5:45 PMSponsor Registration & Orientation Reception
5:45 PM

09jun6:15 PMSpeaker & Thought Leader OrientationAn essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers.6:15 PM

09jun7:00 PMParticipant Meet ‘n’ Greet
7:00 PM

09jun7:30 PMWelcome Networking Reception and Event Kickoff
7:30 PM

10jun8:00 AM6:30 PMFeaturedWednesday, 10 June, 2020GENERAL SESSION AND EXHIBITION8:00 AM - 6:30 PM

10jun8:00 AMRegistration, Continental Breakfast, and Exhibition
8:00 AM

10jun8:30 AMWELCOME & KEYNOTEDelivering the Kind of Customer Experience that Adds Customer Value and Brings Business Benefits8:30 AM

10jun9:15 AMNavigating Customer Contact Europe
9:15 AM Rockstar Insights: Brian Fitzpatrick, Partner, Senior Vice President & General Manager Events Division, Frost & Sullivan

10jun9:25 AMEXECUTIVE INSIGHTSContact Centre Measurements: Driving Operations, Following Hypes or Indicators of Value Generation9:25 AM Rockstar Insights: Jan Smets, Director Retail and Customer Care, bpost

10jun9:55 AMCASE HISTORYAchieving Investment Driven Outcomes9:55 AM Rockstar Insights: Kathy O’Mahony, Personal Market Manager, Direct Banking, AIB

10jun10:25 AMFrost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition
10:25 AM

10jun10:30 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: Teleperformance10:30 AM

10jun11:00 AMCHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONES: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.

Zone 1. Agent Efficiency and Effectiveness | Zone 2. Self-Serve and Automation in the Contact Centre | Zone 3. Customer Experience Across the Enterprise
11:00 AM

10jun11:00 AMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
11:00 AM

10jun11:00 AMStrategic Boardroom: Automation in the Contact Centre – Empowering Agents to Focus on the CustomerCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:00 AM Fab Facilitator: Yoel Goldenberg, Chief Product Officer, Jacada

10jun11:00 AMRoundtable: Strategic Mapping of an Integrated Self-Serve ExperienceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:00 AM Fab Facilitator: Lee Cottle, Vice President EMEA, Interactions LLC

10jun11:00 AMRoundtable: Doing More for Less: Reducing Cost Through Digital Disruption11:00 AM Fab Facilitator: Graham Brown, Chief Sales and Marketing Officer, HGS

10jun12:10 PMSession to Session Travel Time
12:10 PM

10jun12:15 PMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One12:15 PM

10jun12:15 PMFROST & SULLIVAN VISIONARY INSIGHT – Cybersecurity – The Ins & Outs12:15 PM Rockstar Insights: Alexander Michael, Director of Consulting, Frost & Sullivan

10jun1:00 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted by: Jacada1:00 PM

10jun2:00 PMSession to Session Travel Time
2:00 PM

10jun2:05 PMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
2:05 PM

10jun2:05 PMStrategic Boardroom: Connected Service Management: A Model for Proactively Resolving IssuesCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:2:05 PM Fab Facilitator: Wendell Black, Vice President, Channels & International Business, Five9

10jun2:05 PMThinkTank: High Tech – High Touch: A Human Centric Approach to TransformationCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:2:05 PM Fab Facilitator: Sid Mukherjee, Executive Vice President, Transformation & Knowledge Services, Teleperformance DIBS

10jun2:05 PMThinkTank: Omni in Retrospect: If I Knew Then What I Know Now2:05 PM Fab Facilitator: Martin Taylor, Deputy Chief Executive Officer, Content Guru

10jun3:15 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: Interactions3:15 PM

10jun3:45 PMAsk the Experts! Panel DiscussionThe Workforce of the Future: A Force for Disruptive Change3:45 PM

10jun4:25 PMSPEED RUNSJoin us for a Burst of Insight on:4:25 PM

10jun4:25 PMEmployee Experience (EX) – The Key to Unlocking a Better Customer Experience (CX)
4:25 PM Rockstar Insights: Dirk Moreno, Vice President Customer Service, GetYourGuide

10jun4:25 PMTransformation in the Contact Centre: Using Technology to Make Life and Outcomes Easier
4:25 PM Rockstar Insights: Jonathan George, Head of Customer Contact, Wilko

10jun4:25 PMHow to Use Data to Create the Ideal Customer Experience: From Big Data to Dig Data
4:25 PM Rockstar Insights: Coen Jeukens, Vice President, Global Customer Transformation, ServiceMax

10jun4:25 PMBuilding and Nurturing a Culture of Continuous Improvement
4:25 PM Rockstar Insights: Jarkko Vuorikoski, Head of Customer Journey, Danske Bank

10jun5:45 PMTruth or Dare Networking ReceptionWill you choose Truth… or Dare? Network, mix and mingle while playing the classic game of truth or dare. All who play will be entered to win a special prize!5:45 PM

10jun6:30 PMDine Around DublinMeet in hotel lobby for prompt departure at this time.6:30 PM

11jun8:00 AM7:00 PMFeaturedThursday, 11 June, 2020GENERAL SESSION AND EXHIBITION8:00 AM - 7:00 PM

11jun8:00 AMContinental Breakfast and Exhibition
8:00 AM

11jun8:30 AMICE BREAKER AND KEYNOTEThe Agent Experience: A Force for Customer Experience Innovation and Opportunity8:30 AM Headliner: Michael O. “Coop” Cooper , Founder, Innovators + Influencers

11jun9:40 AMSuccess StoryOur AI Journey: Lessons Learned, Outcomes, and Next Steps9:40 AM Rockstar Insights: David Ruiz Martínez, Head of Design, Customer Experience, User Experience, Orange Bank

11jun10:10 AMBriefing Sessions, Networking, Refreshments, and Exhibition Break10:10 AM

11jun11:10 AMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
11:10 AM

11jun11:10 AMStrategic Boardroom: Innovations in Coaching and TrainingCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and PEER COUNCILS | Choose one of the following zones:11:10 AM

11jun11:10 AMPeer Councils: B2B Nuances of Customer Care: An Opportunity to Address the Top Challenges Faced in B2BCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Peer Councils | Choose one of the following zones:11:10 AM

11jun11:10 AMPeer Councils: Strategic Thinkers Only: A Forum on Customer Experience for Seasoned Executives11:10 AM

11jun12:10 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:10 PM

11jun1:10 PMSession to Session Travel Time
1:10 PM

11jun1:15 PMSPEED RUNSJoin us for a Burst of Insight on:1:15 PM

11jun1:15 PMMessaging: Service at Your Convenience Not Ours!1:15 PM Rockstar Insights: Anthony Dodson, Director of Transformation and Change, Virgin Media Ireland

11jun1:15 PMLive Chatting with Your Customer: Real Time and Personal1:15 PM Rockstar Insights: Wayne Grimshawe, Head of Revenue Contact Centres, Thames Water

11jun2:00 PMNetworking, Refreshment, and Exhibition Break2:00 PM

11jun2:30 PMCAPSTONE KEYNOTETransformational Visions for the Future2:30 PM Headliner: Mervyn Neary, Head of Change & Improvement, Sky Ireland

11jun3:15 PMInsights and Ideas RoundupThe Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program3:15 PM

11jun3:45 PMContent for the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes3:45 PM

11jun4:00 PMHertz Europe Service Centre Check In – Transportation to be provided.4:00 PM

11jun6:00 PMCustomer Engagement Leadership Council Executive Roundtable: Effortless Customer Experience6:00 PM

11jun7:00 PMHertz Europe Service Centre Tour and Executive Roundtable Conclude –Transportation to Clontarf Castle Hotel provided.7:00 PM

NETWORKING DAY
Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.

Customize 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.

FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.

09jun9:00 AMGuinness Storehouse Taste & TourHosted by: HGS9:00 AM

09jun4:15 PMSponsor Workshop
4:15 PM

09jun5:45 PMSponsor Registration & Orientation Reception
5:45 PM

09jun6:15 PMSpeaker & Thought Leader OrientationAn essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers.6:15 PM

09jun7:00 PMParticipant Meet ‘n’ Greet
7:00 PM

09jun7:30 PMWelcome Networking Reception and Event Kickoff
7:30 PM

GENERAL SESSION AND EXHIBITION

Customize 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.

FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.

10jun8:00 AMRegistration, Continental Breakfast, and Exhibition
8:00 AM

10jun8:30 AMWELCOME & KEYNOTEDelivering the Kind of Customer Experience that Adds Customer Value and Brings Business Benefits8:30 AM

10jun9:15 AMNavigating Customer Contact Europe
9:15 AM Rockstar Insights: Brian Fitzpatrick, Partner, Senior Vice President & General Manager Events Division, Frost & Sullivan

10jun9:25 AMEXECUTIVE INSIGHTSContact Centre Measurements: Driving Operations, Following Hypes or Indicators of Value Generation9:25 AM Rockstar Insights: Jan Smets, Director Retail and Customer Care, bpost

10jun9:55 AMCASE HISTORYAchieving Investment Driven Outcomes9:55 AM Rockstar Insights: Kathy O’Mahony, Personal Market Manager, Direct Banking, AIB

10jun10:25 AMFrost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition
10:25 AM

10jun10:30 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: Teleperformance10:30 AM

10jun11:00 AMCHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONES: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.

Zone 1. Agent Efficiency and Effectiveness | Zone 2. Self-Serve and Automation in the Contact Centre | Zone 3. Customer Experience Across the Enterprise
11:00 AM

10jun11:00 AMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
11:00 AM

10jun11:00 AMStrategic Boardroom: Automation in the Contact Centre – Empowering Agents to Focus on the CustomerCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:00 AM Fab Facilitator: Yoel Goldenberg, Chief Product Officer, Jacada

10jun11:00 AMRoundtable: Strategic Mapping of an Integrated Self-Serve ExperienceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:00 AM Fab Facilitator: Lee Cottle, Vice President EMEA, Interactions LLC

10jun11:00 AMRoundtable: Doing More for Less: Reducing Cost Through Digital Disruption11:00 AM Fab Facilitator: Graham Brown, Chief Sales and Marketing Officer, HGS

10jun12:10 PMSession to Session Travel Time
12:10 PM

10jun12:15 PMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One12:15 PM

10jun12:15 PMFROST & SULLIVAN VISIONARY INSIGHT – Cybersecurity – The Ins & Outs12:15 PM Rockstar Insights: Alexander Michael, Director of Consulting, Frost & Sullivan

10jun1:00 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted by: Jacada1:00 PM

10jun2:00 PMSession to Session Travel Time
2:00 PM

10jun2:05 PMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
2:05 PM

10jun2:05 PMStrategic Boardroom: Connected Service Management: A Model for Proactively Resolving IssuesCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:2:05 PM Fab Facilitator: Wendell Black, Vice President, Channels & International Business, Five9

10jun2:05 PMThinkTank: High Tech – High Touch: A Human Centric Approach to TransformationCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:2:05 PM Fab Facilitator: Sid Mukherjee, Executive Vice President, Transformation & Knowledge Services, Teleperformance DIBS

10jun2:05 PMThinkTank: Omni in Retrospect: If I Knew Then What I Know Now2:05 PM Fab Facilitator: Martin Taylor, Deputy Chief Executive Officer, Content Guru

10jun3:15 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: Interactions3:15 PM

10jun3:45 PMAsk the Experts! Panel DiscussionThe Workforce of the Future: A Force for Disruptive Change3:45 PM

10jun4:25 PMBuilding and Nurturing a Culture of Continuous Improvement
4:25 PM Rockstar Insights: Jarkko Vuorikoski, Head of Customer Journey, Danske Bank

10jun4:25 PMSPEED RUNSJoin us for a Burst of Insight on:4:25 PM

10jun4:25 PMEmployee Experience (EX) – The Key to Unlocking a Better Customer Experience (CX)
4:25 PM Rockstar Insights: Dirk Moreno, Vice President Customer Service, GetYourGuide

10jun4:25 PMTransformation in the Contact Centre: Using Technology to Make Life and Outcomes Easier
4:25 PM Rockstar Insights: Jonathan George, Head of Customer Contact, Wilko

10jun4:25 PMHow to Use Data to Create the Ideal Customer Experience: From Big Data to Dig Data
4:25 PM Rockstar Insights: Coen Jeukens, Vice President, Global Customer Transformation, ServiceMax

10jun5:45 PMTruth or Dare Networking ReceptionWill you choose Truth… or Dare? Network, mix and mingle while playing the classic game of truth or dare. All who play will be entered to win a special prize!5:45 PM

10jun6:30 PMDine Around DublinMeet in hotel lobby for prompt departure at this time.6:30 PM

GENERAL SESSION, EXHIBITION AND SITE TOUR

Customize 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.

FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.

11jun8:00 AMContinental Breakfast and Exhibition
8:00 AM

11jun8:30 AMICE BREAKER AND KEYNOTEThe Agent Experience: A Force for Customer Experience Innovation and Opportunity8:30 AM Headliner: Michael O. “Coop” Cooper , Founder, Innovators + Influencers

11jun9:40 AMSuccess StoryOur AI Journey: Lessons Learned, Outcomes, and Next Steps9:40 AM Rockstar Insights: David Ruiz Martínez, Head of Design, Customer Experience, User Experience, Orange Bank

11jun10:10 AMBriefing Sessions, Networking, Refreshments, and Exhibition Break10:10 AM

11jun11:10 AMPeer Councils: Strategic Thinkers Only: A Forum on Customer Experience for Seasoned Executives11:10 AM

11jun11:10 AMPeer Councils: B2B Nuances of Customer Care: An Opportunity to Address the Top Challenges Faced in B2BCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Peer Councils | Choose one of the following zones:11:10 AM

11jun11:10 AMStrategic Boardroom: Innovations in Coaching and TrainingCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and PEER COUNCILS | Choose one of the following zones:11:10 AM

11jun11:10 AMFeaturedCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:Customize 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
11:10 AM

11jun12:10 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:10 PM

11jun1:10 PMSession to Session Travel Time
1:10 PM

11jun1:15 PMLive Chatting with Your Customer: Real Time and Personal1:15 PM Rockstar Insights: Wayne Grimshawe, Head of Revenue Contact Centres, Thames Water

11jun1:15 PMSPEED RUNSJoin us for a Burst of Insight on:1:15 PM

11jun1:15 PMMessaging: Service at Your Convenience Not Ours!1:15 PM Rockstar Insights: Anthony Dodson, Director of Transformation and Change, Virgin Media Ireland

11jun2:00 PMNetworking, Refreshment, and Exhibition Break2:00 PM

11jun2:30 PMCAPSTONE KEYNOTETransformational Visions for the Future2:30 PM Headliner: Mervyn Neary, Head of Change & Improvement, Sky Ireland

11jun3:15 PMInsights and Ideas RoundupThe Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program3:15 PM

11jun3:45 PMContent for the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes3:45 PM

11jun4:00 PMHertz Europe Service Centre Check In – Transportation to be provided.4:00 PM

11jun6:00 PMCustomer Engagement Leadership Council Executive Roundtable: Effortless Customer Experience6:00 PM

11jun7:00 PMHertz Europe Service Centre Tour and Executive Roundtable Conclude –Transportation to Clontarf Castle Hotel provided.7:00 PM

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