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

Content for the 14th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes

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