AGENDA

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.

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.

Master of Ceremonies:

Jan Smets,Director Retail and Customer Care, bpost

Speaker Link

In today’s world, customers have more choice than ever before and this is just as true in commodity, quasi-regulated businesses as it is in retail or travel. E.ON is the world’s largest investor-owned energy provider and has made excellence in Customer Experience the true north for all of its regional businesses. This session will focus on what it takes to change a 100 year old engineering business into a human centric customer champion.

Key Take-Aways:

• Insight on how to create a burning platform for customer centric change
• Best practices for engaging leaders and managers to drive customer centricity
• Ways to amplify the voice of frontline colleagues to drive change

The recipe for success in B2B customer service.

Key Take-Aways:

• Key findings on the correlation between employee satisfaction and customer loyalty
• Insight on customer listening post best practise and key challenges, including how customer insight is used to drive change
• Proven ways how customer service can support organisational goals & challenges and raise their profile

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading Sponsors – both intense and fulfilling.

20+ years in CX and I have failed, learned, and succeeded along the way.  There are definitely some things I would do different and ways of thinking I would adopt faster today.  This interactive session will cover 3 key blueprints I have created along the pathway of my 20+ learning.  Absorb these and then spend time to ideate on how you want to jump start your future CX revolution.  Then we will share our awesome plans and get ready to embrace the future together!

Key Blueprint Take-Aways:

• $1 Million promise – It’s a mindset shift from cost to value center
• Service Stack – Think tech stack for services
• Service Model – Invest in your customers, the way they invest in you

Practitioners and solution providers host a menu of luncheon roundtable discussions on pertinent industry issues. Dine and dish with industry experts. The list of roundtable discussion topics will be available on-site.

Companies looking to improve their CX know that “what gets measured gets done!” But what are the right metrics and how do you ensure that the measures you’re tracking are the ones that really help you to learn & improve? This session will help you focus on measuring the right things and presenting the data in a way that will secure C-suite buy in.

Key Take-Aways:

• Ways to discover your customers’ priorities and ensure your measures are aligned
• Case studies on employing best practices for using the latest CX metrics to drive performance
• Insight into leveraging metrics to uncover actionable insights for the organisation

Will 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!

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!

Now we’ve all experienced remote work whether we liked it or not. What are we going to remember? What are we going to implement for the long term? What are we going to put aside?

Key Take-Aways:

• Lessons learned and habits to unlearn
• Is it a new dawn, or a completely new horizon?
• How are we different now?

How “joined up” is your organisation in providing the best Cross Channel Customer Journey? Is your organisation actually providing a consistent, transparent and seamless cross channel journey?

Key Take-Aways:

• • Tangible tips to minimise differences and optimise experiences in channels
  • Ensuring sustained success by aligning changes in customer behaviour with continual evaluation of each channel
  • Insight into why collaboration and inclusion of all channel owners is the thread that joins the customer experience

The C-suite demand for operational efficiency and effectiveness remains unabated. Finding ways to continually improve processes and ways of working, while keeping the CFO happy, is critical to the success of any operation. The direct correlation between operational efficiency and high levels of employee & customer satisfaction is indisputable. This interactive session will explore the latest thinking in operational excellence, and look at how leading organisations continually rise to the challenge of “doing more with less”.

Key Take-Aways:

• Concrete ways to creating a culture of operational excellence to ensure alignment with strategic goals
• An approach to identifying where automation opportunities to turbo charge efficiency
• Ways to redefine your metrics to bring a laser sharp focus on efficiency and effectiveness
• Insight into leading an operational transformation programme to deliver large scale change

A new decade dawns and the importance of having the right people taking care of your customers remains a key competitive edge. Explore how to build a workforce fit for the 2020’s and how best to manage ever-changing customer and employee expectations.

Key Take-Aways:

• • A plan to level up your support agents to customer experience specialist with the distinct skills, traits & roles needed for a modern customer interaction centre
  • Proven best practices for recruiting highly skilled, effective communicators & problem solvers for your operation
  • A comparison of multi-skilled specialists vs channel specific experts – what works & what doesn’t when it comes to retaining & motivating your workforce

Practitioners and solution providers host a menu of luncheon roundtable discussions on pertinent industry issues. Dine and dish with industry experts. The list of roundtable discussion topics will be available on-site.

RPA offers great ways to standardize work to better serve customers, while reducing manual errors and driving down costs. Employee experience can also be greatly improved with the help of automation of repetitive tasks. This session explores a WIN-WIN-WIN for customers, employees and your business with the help of RPA, while acknowledging its pitfalls.

Key Take-Aways:

• Best practices for working with RPA
• Insight on where RPA works and where it does not
• Perspectives on the balance between efficiency and experience

Japanese Car manufacturer Mazda has transformed its operating model in Europe placing customers at the epicenter of the organisation.  The transformation process which started in 2018 is having a significant impact on Processes, Tools and People.  This presentation is about the 5 lessons learned over the journey.

Key Take-Aways:

• Insight on and acknowledgement of internal hurdles
• Lessons learned from a real case
• Key success factors for the operating model transformation

Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in.  During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalised once you are back in the office.