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

02nov7:00 PMMonday, 2 November, 2020 | Arrival DayArrive Monday to participate in Tuesday’s Networking Activity.
Suggested Arrival Time
7:00 PM

03nov8:00 AMFeaturedTuesday, 3 November, 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. See BLANK for further information on the council.
8:00 AM

03nov8:00 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.8:00 AM

03nov3:30 PMCustomer Engagement Leadership Council Europe Annual Meeting3:30 PM

03nov4:15 PMSponsor Workshop4:15 PM

03nov5:30 PMCustomer Engagement Leadership Council Europe Annual Meeting Concludes5:30 PM

03nov5:45 PMSponsor Registration & Orientation Reception5:45 PM

03nov6:15 PMPresenter & Thought Leader Orientation6:15 PM

03nov7:00 PMMeet ‘n’ Greet7:00 PM

03nov7:30 PMWelcome Networking Reception & Event KickoffMeet your fellow peers for some cocktails, conversations, and cheers to a perfect start of what is sure to be a unique event.7:30 PM

04nov8:30 AMFeaturedWednesday, 4 November, 2020 | General Session and Exhibition8:30 AM

04nov8:30 AMRegistration, Breakfast, and Exhibition8:30 AM Rockstar Insights: Jan Smets, Director Retail and Customer Care, bpost

04nov9:00 AMWelcome and Headliner – A Customer Experience, Transformed9:00 AM

04nov9:45 AMNavigating the 14th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange9:45 AM

04nov9:55 AMCase History – From Meter Points to Customers – Transformation 100 Years in the Making9:55 AM Rockstar Insights: Simon McDonald, International Customer Experience Manager, E.ON UK

04nov10:25 AMFrost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition10:25 AM

04nov10:30 AMNetworking, Refreshment, and Exhibition Break10:30 AM

04nov11:00 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.

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

04nov11:00 AMRoundtable Zone 1: B2B Nuances of Customer Success11:00 AM Rockstar Insights: Louise Robinson, Global Vice President Customer Service, Diversey
Michelle Begley, Global Customer & Employee Experience Director, Diversey

04nov11:00 AMRoundtable Zone 2: Customer Analytics and Insights That Make a Difference11:00 AM

04nov11:00 AMRoundtable Zone 3: Employee Engagement: From Analytics to Action11:00 AM

04nov12:10 PMSession to Session Travel Time12:10 PM

04nov12:15 PMInteractive – Solutions WheelConcurrent sessions | Choose One
– OR –
12:15 PM

04nov12:15 PMInteractive – Words of Wisdom - The Biggest Lessons Learned!12:15 PM Rockstar Insights: Jerry Leisure, Chief Executive Officer and Founder, Officium Labs

04nov1:00 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders1:00 PM

04nov2:00 PMSession to Session Travel Time2:00 PM

04nov2:05 PMFeaturedCHOOSE BETWEEN TWO 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.

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

04nov2:05 PMThinkTank Zone 1: Maximising Self Service2:05 PM

04nov2:05 PMThinkTank Zone 2: Simplifying Complex Customer Interactions for the Agent2:05 PM

04nov3:30 PMNetworking, Refreshment, and Exhibition Break3:30 PM

04nov4:00 PMAsk The Experts! Panel Discussion – CX: Measuring for Impact!4:00 PM Moderator: Rob Wilson, Director of Service Operations (UK & I), Marsh Panelists Include: Benedikt Dormann, Director, Global Customer Service, N26 Group
Philip Purdy, Head of Customer Care, Urban Sports Club
Branimir Spajić, Director, Customer Experience Management Department, Hrvatski Telekom

04nov4:45 PMExecutive Insight – Balancing Automation and Human Interaction4:45 PM Rockstar Insights: Simon Separghan, Managing Director, Customer Contact, RBS

04nov5:15 PMTruth or Dare Networking Reception5:15 PM

04nov6:00 PMDine Around Dubrovnik - Meet in Hotel Lobby for prompt departure at his 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

05nov6:45 AMFeaturedThursday, 5 November, 2020 | General Session and Exhibition6:45 AM

05nov6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!6:45 AM

05nov8:00 AMBreakfast and Exhibition8:00 AM

05nov8:30 AMIce Breaker and Headliner – WFH - Where From Here?8:30 AM Headliner: John Riordan, Director of Support, Ireland, Shopify

05nov9:40 AMSuccess Story – Transparency in the Cross Channel Customer Journey9:40 AM Rockstar Insights: Kathy O’Mahony, Senior Manager, Homes Commercial, AIB Direct

05nov10:10 AMBriefing Sessions, Networking, Refreshments, and Exhibition Break10:10 AM

05nov11:10 AMFeaturedCHOOSE BETWEEN TWO 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.

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

05nov11:10 AMPeer Council Zone 1: Continuous Improvement in Operational Efficiency and Effectiveness11:10 AM Rockstar Insights: Rob Wilson, Director of Service Operations (UK & I), Marsh

05nov11:10 AMPeer Council Zone 2: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm11:10 AM Rockstar Insights: Claudia Belardo, Vice President Business Transformation, IFS
Nathan Turner, Lead Customer Service & Quality Manager, Zynga

05nov12:10 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:10 PM

05nov1:10 PMSession to Session Travel Time1:10 PM

05nov1:15 PMExecutive Insight - Robotic Process Automation – Efficiency in Operations and Experience1:15 PM Rockstar Insights: Jarkko Vuorikoski, Head of Customer Journey, Danske Finance, Danske Bank

05nov1:45 PMCase History - Five Lessons Learned After Our Customer-Centric Transformation1:45 PM

05nov2:15 PMNetworking, Refreshment, and Exhibition Break2:15 PM

05nov2:45 PMCapstone Headliner – How are the Disruptors Disrupting Customer Experiences?2:45 PM Headliner: Justin Conry, Director of Strategy, PMO & Transformation, Three Ireland

05nov3:15 PMInsights And Ideas Roundup – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program3:15 PM Moderator: Jan Smets, Director Retail and Customer Care, bpost Panelists Include: Kathy O’Mahony, Senior Manager, Homes Commercial, AIB Direct
Neil Sturrock, Customer Service Director, Europe, Office Depot

05nov3:45 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. See BLANK for further information on the council.

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.

03nov8:00 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.8:00 AM

03nov3:30 PMCustomer Engagement Leadership Council Europe Annual Meeting3:30 PM

03nov4:15 PMSponsor Workshop4:15 PM

03nov5:30 PMCustomer Engagement Leadership Council Europe Annual Meeting Concludes5:30 PM

03nov5:45 PMSponsor Registration & Orientation Reception5:45 PM

03nov6:15 PMPresenter & Thought Leader Orientation6:15 PM

03nov7:00 PMMeet ‘n’ Greet7:00 PM

03nov7:30 PMWelcome Networking Reception & Event KickoffMeet your fellow peers for some cocktails, conversations, and cheers to a perfect start of what is sure to be a unique event.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.

04nov8:30 AMRegistration, Breakfast, and Exhibition8:30 AM Rockstar Insights: Jan Smets, Director Retail and Customer Care, bpost

04nov9:00 AMWelcome and Headliner – A Customer Experience, Transformed9:00 AM

04nov9:45 AMNavigating the 14th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange9:45 AM

04nov9:55 AMCase History – From Meter Points to Customers – Transformation 100 Years in the Making9:55 AM Rockstar Insights: Simon McDonald, International Customer Experience Manager, E.ON UK

04nov10:25 AMFrost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition10:25 AM

04nov10:30 AMNetworking, Refreshment, and Exhibition Break10:30 AM

04nov11:00 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.

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

04nov11:00 AMRoundtable Zone 1: B2B Nuances of Customer Success11:00 AM Rockstar Insights: Louise Robinson, Global Vice President Customer Service, Diversey
Michelle Begley, Global Customer & Employee Experience Director, Diversey

04nov11:00 AMRoundtable Zone 2: Customer Analytics and Insights That Make a Difference11:00 AM

04nov11:00 AMRoundtable Zone 3: Employee Engagement: From Analytics to Action11:00 AM

04nov12:10 PMSession to Session Travel Time12:10 PM

04nov12:15 PMInteractive – Solutions WheelConcurrent sessions | Choose One
– OR –
12:15 PM

04nov12:15 PMInteractive – Words of Wisdom - The Biggest Lessons Learned!12:15 PM Rockstar Insights: Jerry Leisure, Chief Executive Officer and Founder, Officium Labs

04nov1:00 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders1:00 PM

04nov2:00 PMSession to Session Travel Time2:00 PM

04nov2:05 PMFeaturedCHOOSE BETWEEN TWO 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.

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

04nov2:05 PMThinkTank Zone 1: Maximising Self Service2:05 PM

04nov2:05 PMThinkTank Zone 2: Simplifying Complex Customer Interactions for the Agent2:05 PM

04nov3:30 PMNetworking, Refreshment, and Exhibition Break3:30 PM

04nov4:00 PMAsk The Experts! Panel Discussion – CX: Measuring for Impact!4:00 PM Moderator: Rob Wilson, Director of Service Operations (UK & I), Marsh Panelists Include: Benedikt Dormann, Director, Global Customer Service, N26 Group
Philip Purdy, Head of Customer Care, Urban Sports Club
Branimir Spajić, Director, Customer Experience Management Department, Hrvatski Telekom

04nov4:45 PMExecutive Insight – Balancing Automation and Human Interaction4:45 PM Rockstar Insights: Simon Separghan, Managing Director, Customer Contact, RBS

04nov5:15 PMTruth or Dare Networking Reception5:15 PM

04nov6:00 PMDine Around Dubrovnik - Meet in Hotel Lobby for prompt departure at his 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.

05nov6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!6:45 AM

05nov8:00 AMBreakfast and Exhibition8:00 AM

05nov8:30 AMIce Breaker and Headliner – WFH - Where From Here?8:30 AM Headliner: John Riordan, Director of Support, Ireland, Shopify

05nov9:40 AMSuccess Story – Transparency in the Cross Channel Customer Journey9:40 AM Rockstar Insights: Kathy O’Mahony, Senior Manager, Homes Commercial, AIB Direct

05nov10:10 AMBriefing Sessions, Networking, Refreshments, and Exhibition Break10:10 AM

05nov11:10 AMFeaturedCHOOSE BETWEEN TWO 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.

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

05nov11:10 AMPeer Council Zone 1: Continuous Improvement in Operational Efficiency and Effectiveness11:10 AM Rockstar Insights: Rob Wilson, Director of Service Operations (UK & I), Marsh

05nov11:10 AMPeer Council Zone 2: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm11:10 AM Rockstar Insights: Claudia Belardo, Vice President Business Transformation, IFS
Nathan Turner, Lead Customer Service & Quality Manager, Zynga

05nov12:10 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:10 PM

05nov1:10 PMSession to Session Travel Time1:10 PM

05nov1:15 PMExecutive Insight - Robotic Process Automation – Efficiency in Operations and Experience1:15 PM Rockstar Insights: Jarkko Vuorikoski, Head of Customer Journey, Danske Finance, Danske Bank

05nov1:45 PMCase History - Five Lessons Learned After Our Customer-Centric Transformation1:45 PM

05nov2:15 PMNetworking, Refreshment, and Exhibition Break2:15 PM

05nov2:45 PMCapstone Headliner – How are the Disruptors Disrupting Customer Experiences?2:45 PM Headliner: Justin Conry, Director of Strategy, PMO & Transformation, Three Ireland

05nov3:15 PMInsights And Ideas Roundup – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program3:15 PM Moderator: Jan Smets, Director Retail and Customer Care, bpost Panelists Include: Kathy O’Mahony, Senior Manager, Homes Commercial, AIB Direct
Neil Sturrock, Customer Service Director, Europe, Office Depot

05nov3:45 PMContent for the 14th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes3:45 PM

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