Our 2021 program is in development. The content you see below is from our 2020 program.
For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com
TUESDAY, 2 NOVEMBER, 2021
Arrival Day
19:00
Arrive Monday to participate in Tuesday’s Networking Activity. Suggested Arrival Time
WEDNESDAY, 3 NOVEMBER, 2021
INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS
EXECUTIVE MINDXCHANGE NETWORKING DAY, KICK OFF, AND ANNUAL COUNCIL MEETING
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.
08:00
Taste & Tour Dubrovnik
Poised 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.
15:30
Customer Engagement Leadership Council Europe Annual Meeting
16:15
Sponsor Workshop
17:30
Customer Engagement Leadership Council Europe Annual Meeting Concludes
17:45
Sponsor Registration & Orientation Reception
18:15
Presenter & Thought Leader Orientation
An essential meeting for Headliners, Moderator presenters, Fab Facilitators, and confirmed thought leaders to preview the event, highlight your roles, and network with fellow peers.
19:00
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 who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.
19:30
Welcome Networking Reception & Event Kickoff
Meet your fellow peers for some cocktails, conversations, and cheers to a perfect start of what is sure to be a unique event.
THURSDAY, 4 NOVEMBER, 2021
GENERAL SESSION, COLLABORATION ZONES, AND EXHIBITION
08:30
Registration, Breakfast, and Exhibition
09:00
Welcome and Headliner – A Customer Experience, Transformed
09:45
Navigating the 14th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange
09:55
Case History – From Meter Points to Customers – Transformation 100 Years in the Making
10:25
Frost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition
10:30
Networking, Refreshment, and Exhibition Break
11:00
BE SEEN AND BE HEARD! Concurrent Collaboration Zones
The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
Roundtable Zone 1: B2B Nuances of Customer Success
Roundtable Zone 2: Customer Analytics and Insights That Make a Difference
Roundtable Zone 3: Employee Engagement: From Analytics to Action
12:10
Session to Session Travel Time
12:15
Interactive – Solutions Wheel
Concurrent sessions | Choose One
– OR –
Interactive – Words of Wisdom - The Biggest Lessons Learned!
13:00
Food for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
14:05
BE SEEN AND BE HEARD! Concurrent Collaboration Zones
The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
ThinkTank Zone 1: Maximising Self Service
ThinkTank Zone 2: Simplifying Complex Customer Interactions for the Agent
Roundtable Zone 3: Employee Engagement: From Analytics to Action
15:30
Networking, Refreshment, and Exhibition Break
16:00
Ask The Experts! Panel Discussion – CX: Measuring for Impact!
16:45
Executive Insight – Balancing Automation and Human Interaction
17:15
Truth or Dare Networking Reception
18:00
Dine Around Dubrovnik - Meet in Hotel Lobby for prompt departure at his time
Take 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!
FRIDAY, 5 NOVEMBER, 2021
GENERAL SESSION, COLLABORATION ZONES, AND EXHIBITION
06:45
Early Risers Run/Walk
Calling all walkers, joggers and runners!
Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!
08:30
Ice Breaker and Headliner – WFH - Where From Here?
09:40
Success Story – Transparency in the Cross Channel Customer Journey
10:10
Briefing Sessions, Networking, Refreshments, and Exhibition Break
11:10
BE SEEN AND BE HEARD! Concurrent Collaboration Zones
The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
Peer Council Zone 1: Continuous Improvement in Operational Efficiency and Effectiveness
Peer Council Zone 2: Tomorrow’s Agent: Profiling and Skilling for a Shifting Paradigm
12:10
Food for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
13:10
Session to Session Travel Time
13:15
Executive Insight - Robotic Process Automation – Efficiency in Operations and Experience
13:45
Case History - Five Lessons Learned After Our Customer-Centric Transformation
14:15
Networking, Refreshment, and Exhibition Break
14:45
Capstone Headliner – How are the Disruptors Disrupting Customer Experiences?
15:15
Insights And Ideas Roundup – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program
15:45