Event Type CCE21 Day 3


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