AGENDA

Interactive & Highly Collaborative Content

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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

08jun7:00 PMMonday, 8 June, 2020 | Arrival DayArrive Monday to participate in Tuesday’s Networking Activity.
Suggested Arrival Time
7:00 PM

09jun9:00 AMFeaturedTuesday, 9 June, 2020 | Executive Mindxchange Networking Day, Kick Off, and Annual Council MeetingLink in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.
Participation in the Customer Engagement Leadership Council Europe Annual Meeting is restricted to Council Members only.
9:00 AM

09jun9:00 AMTaste & Tour DubrovnikPoised gracefully against the glistening Adriatic Sea at Croatia's southern tip, the enchanting city of Dubrovnik graces many a bucket list. Join us for a unique experience of Dubrovnik’s historic Old Town and its deeply rooted local traditions - we'll explore the city while tasting local treats along the way.9:00 AM

09jun3:30 PMCustomer Engagement Leadership Council Europe Annual Meeting3:30 PM

09jun4:15 PMSponsor Workshop4:15 PM

09jun5:30 PMCustomer Engagement Leadership Council Europe Annual Meeting Concludes5:30 PM

09jun5:45 PMSponsor Registration & Orientation Reception5:45 PM

09jun6:15 PMPresenter & Thought Leader Orientation6:15 PM

09jun7:00 PMMeet ‘n’ Greet7:00 PM

09jun7:45 PMWelcome Networking Reception & Event KickoffMeet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration.7:45 PM

10jun8:30 AMFeaturedWednesday, 10 June, 2020 | General Session and Exhibition8:30 AM

10jun8:30 AMRegistration, Continental Breakfast, and Exhibition8:30 AM

10jun9:00 AMWelcome and Headliner – A Customer Experience, Transformed9:00 AM

10jun9:45 AMNavigating Customer Contact, Europe9:45 AM

10jun9:55 AMCase History – Bringing a Customer First Organisation to Life9:55 AM

10jun10:25 AMFrost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition10:25 AM

10jun10:30 AMNetworking, Refreshment, and Exhibition Break10:30 AM

10jun11:00 AMFeaturedCHOOSE 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. Automation & Self-Serve | Zone 2. A Laser Customer Focus | Zone 3. Employee Experience & Empowerment

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:
11:00 AM

10jun11:00 AMRoundtable Zone 1: RPA - Efficiency in Operations and Experience11:00 AM

10jun11:00 AMRoundtable Zone 2: Customer Insights and Analytics That Make a Difference11:00 AM

10jun11:00 AMRoundtable Zone 3: Employee Engagement: From Analytics to Action11:00 AM

10jun12:10 PMSession to Session Travel Time12:10 PM

10jun12:15 PMInteractive – Solutions WheelConcurrent sessions | Choose One
– OR –
12:15 PM

10jun12:15 PMInteractive – Words of Wisdom - The Biggest Lessons Learned!12:15 PM

10jun1:00 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders1:00 PM

10jun2:00 PMSession to Session Travel Time2:00 PM

10jun2:05 PMFeaturedCHOOSE 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. Automation & Self-Serve | Zone 2. A Laser Customer Focus | Zone 3. Employee Experience & Empowerment

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.
Choose one of the following zones:
2:05 PM

10jun2:05 PMThinkTank Zone 1: Maximising Self Service2:05 PM

10jun2:05 PMThinkTank Zone 2: Anticipatory, Proactive, and Personal Customer Care2:05 PM

10jun2:05 PMThinkTank Zone 3: Simplifying Complex Customer Interactions for the Agent2:05 PM

10jun3:30 PMNetworking, Refreshment, and Exhibition Break3:30 PM

10jun4:00 PMAsk The Experts! Panel Discussion – CX: Measuring for Impact!4:00 PM

10jun4:45 PMExecutive Insight – Balancing Automation and Human Interaction4:45 PM

10jun5:15 PMTruth or Dare Networking Reception5:15 PM

10jun6:00 PMDine Around - Meet in hotel lobby for prompt departure at this timeTake networking a step further and join us as we venture to Dubrovnik's culinary hot spots to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting!6:00 PM

11jun6:45 AMFeaturedThursday, 11 June, 2020 | General Session and Exhibition6:45 AM

11jun6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!6:45 AM

11jun8:00 AMContinental Breakfast and Exhibition8:00 AM

11jun8:30 AMIce Breaker and Headliner – Managing with Agility: Adapting Practices and Processes8:30 AM

11jun9:40 AMSuccess Story – Transparency in the Cross Channel Customer Journey9:40 AM

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

11jun11:10 AMFeaturedCHOOSE 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. Automation & Self-Serve | Zone 2. A Laser Customer Focus | Zone 3. Employee Experience & Empowerment

Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns
Choose one of the following zones:
11:10 AM

11jun11:10 AMPeer Councils Zone 1: Continuous Improvement in Operational Efficiency and Effectiveness11:10 AM

11jun11:10 AMPeer Councils Zone 2: B2B Nuances of Customer Success11:10 AM

11jun11:10 AMPeer Councils Zone 3: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm11:10 AM

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

11jun1:10 PMSession to Session Travel Time1:10 PM

11jun1:15 PMCase History - Our AI Journey: Lessons Learned, Outcomes, and Next Steps1:15 PM

11jun1:45 PMSuccess Story – Building a Multi-lingual Base of Knowledge1:45 PM

11jun2:15 PMNetworking, Refreshment, and Exhibition Break2:15 PM

11jun2:45 PMCapstone Headliner – How are the Disruptors Disrupting Customer Experiences?2:45 PM

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

11jun3:45 PMContent for the 14th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes3:45 PM

NETWORKING DAY
Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.
Participation in the Customer Engagement Leadership Council Europe Annual Meeting is restricted to Council Members only.

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.

09jun9:00 AMTaste & Tour DubrovnikPoised gracefully against the glistening Adriatic Sea at Croatia's southern tip, the enchanting city of Dubrovnik graces many a bucket list. Join us for a unique experience of Dubrovnik’s historic Old Town and its deeply rooted local traditions - we'll explore the city while tasting local treats along the way.9:00 AM

09jun3:30 PMCustomer Engagement Leadership Council Europe Annual Meeting3:30 PM

09jun4:15 PMSponsor Workshop4:15 PM

09jun5:30 PMCustomer Engagement Leadership Council Europe Annual Meeting Concludes5:30 PM

09jun5:45 PMSponsor Registration & Orientation Reception5:45 PM

09jun6:15 PMPresenter & Thought Leader Orientation6:15 PM

09jun7:00 PMMeet ‘n’ Greet7:00 PM

09jun7:45 PMWelcome Networking Reception & Event KickoffMeet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration.7:45 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.

10jun8:30 AMRegistration, Continental Breakfast, and Exhibition8:30 AM

10jun9:00 AMWelcome and Headliner – A Customer Experience, Transformed9:00 AM

10jun9:45 AMNavigating Customer Contact, Europe9:45 AM

10jun9:55 AMCase History – Bringing a Customer First Organisation to Life9:55 AM

10jun10:25 AMFrost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition10:25 AM

10jun10:30 AMNetworking, Refreshment, and Exhibition Break10:30 AM

10jun11:00 AMFeaturedCHOOSE 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. Automation & Self-Serve | Zone 2. A Laser Customer Focus | Zone 3. Employee Experience & Empowerment

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:
11:00 AM

10jun11:00 AMRoundtable Zone 1: RPA - Efficiency in Operations and Experience11:00 AM

10jun11:00 AMRoundtable Zone 2: Customer Insights and Analytics That Make a Difference11:00 AM

10jun11:00 AMRoundtable Zone 3: Employee Engagement: From Analytics to Action11:00 AM

10jun12:10 PMSession to Session Travel Time12:10 PM

10jun12:15 PMInteractive – Solutions WheelConcurrent sessions | Choose One
– OR –
12:15 PM

10jun12:15 PMInteractive – Words of Wisdom - The Biggest Lessons Learned!12:15 PM

10jun1:00 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders1:00 PM

10jun2:00 PMSession to Session Travel Time2:00 PM

10jun2:05 PMFeaturedCHOOSE 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. Automation & Self-Serve | Zone 2. A Laser Customer Focus | Zone 3. Employee Experience & Empowerment

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.
Choose one of the following zones:
2:05 PM

10jun2:05 PMThinkTank Zone 1: Maximising Self Service2:05 PM

10jun2:05 PMThinkTank Zone 2: Anticipatory, Proactive, and Personal Customer Care2:05 PM

10jun2:05 PMThinkTank Zone 3: Simplifying Complex Customer Interactions for the Agent2:05 PM

10jun3:30 PMNetworking, Refreshment, and Exhibition Break3:30 PM

10jun4:00 PMAsk The Experts! Panel Discussion – CX: Measuring for Impact!4:00 PM

10jun4:45 PMExecutive Insight – Balancing Automation and Human Interaction4:45 PM

10jun5:15 PMTruth or Dare Networking Reception5:15 PM

10jun6:00 PMDine Around - Meet in hotel lobby for prompt departure at this timeTake networking a step further and join us as we venture to Dubrovnik's culinary hot spots to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting!6:00 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.

11jun6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!6:45 AM

11jun8:00 AMContinental Breakfast and Exhibition8:00 AM

11jun8:30 AMIce Breaker and Headliner – Managing with Agility: Adapting Practices and Processes8:30 AM

11jun9:40 AMSuccess Story – Transparency in the Cross Channel Customer Journey9:40 AM

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

11jun11:10 AMFeaturedCHOOSE 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. Automation & Self-Serve | Zone 2. A Laser Customer Focus | Zone 3. Employee Experience & Empowerment

Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns
Choose one of the following zones:
11:10 AM

11jun11:10 AMPeer Councils Zone 1: Continuous Improvement in Operational Efficiency and Effectiveness11:10 AM

11jun11:10 AMPeer Councils Zone 2: B2B Nuances of Customer Success11:10 AM

11jun11:10 AMPeer Councils Zone 3: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm11:10 AM

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

11jun1:10 PMSession to Session Travel Time1:10 PM

11jun1:15 PMCase History - Our AI Journey: Lessons Learned, Outcomes, and Next Steps1:15 PM

11jun1:45 PMSuccess Story – Building a Multi-lingual Base of Knowledge1:45 PM

11jun2:15 PMNetworking, Refreshment, and Exhibition Break2:15 PM

11jun2:45 PMCapstone Headliner – How are the Disruptors Disrupting Customer Experiences?2:45 PM

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

11jun3:45 PMContent for the 14th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes3:45 PM

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