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ICEM Summit 23rd-25th April 2014, Barcelona
PreConference Workshop & 2 Days Conferencewww.kp-morgan.com / [email protected]
ICEM Summit 23rd-25th April 2014, Barcelona
PreConference Workshop & 2 Days Conferencewww.kp-morgan.com / [email protected]
Session VIII 9:15hrs
How to create a customer centric culture Oke Eleazu, Managing Director, Think Outside In
• Why is it important to care about customers • How to create a customer strategy How to make the strategy
Session IX 10:15hrs
Moments of truth consistency in RBI Georgiana Grigore, Head of Customer Experience Management. Raiffeisen Bank International
• Why focusing on the MOTs?• How to implement the MOTs Map?• MOTs-financial impact• A real business case study.
11:00hrs
Networking Tea & Coffee with Continental
Session X 11:30hrs
“Delivering on Our Customer Promise” Branislav Rovny, Head of Sales Operations, Vodafone
• How to build on Customer experience as key strategic differentiator
• How to establish emotional connections to differentiate and build lifelong customer relationships
• Capturing voice of customer continuously as a primary input into our decision making
• Customer Experience as priority encompassing all channels and customer touch point performance
Interactive Discussion 12:15hrsAll attendees will have an opportunity to get interact directly with the members of the panel to discuss a selection of the most interesting topics addressed during the conference.Moderator - Morris Pentel, Morris Pentel, Chairman and founder of Customer Experience Foundation
13:00hrs Complimentary Lunch
Session XI 14:00hrs
Creating & Delivering Maximum Value Sylwia Kulesza, Deputy Director of Direct Channels Sales & Service Department, mBank
• Creating and improving relationship with the customers • Boarding and customers churn prevention • 3 keys of success in contacts with customers- significant, relevant,
on- time.
Session XII 14:45hrs
Customer Feedback Loop Neslihan Peker, Lead, Customer Experience Manager, Turkcell İletişim Hizmetleri A.S
• Instant feedback management system with free tex• Online dashboard• Test analytics • Employee engagement
15:30hrs
Networking Tea & Coffee with Continental
Session XIII 16:00hrs
Customer Satisfaction Ewa Herbik Piszczako Marketing Director Pekao Bank- Unicredit Group
• How customer satisfaction can be measured (review of methodologies), how is measured in Unicredit group
• Customer experience measurement as a way to improve critical processes in the company and positively impact moments of truth
• Mapping insights from internal (employee) and external (client) in order to design cross-functional/organizational initiatives (actions) to make improvements in satisfaction of clients and employees
Round table discussion with Q & A session 16:45hrsThis provides a series of best practice case studies as well as practical tips and hints on ways in which you can reduce your operational cost and increase the value of your customer relationships.
Closing remarks by Chair 17:00hrs
17:15hrs Cocktail ReceptionAll attendees are welcome to join at the complimentary cocktail reception. An extended opportunity to network and benchmark.
DAY 28.30 - 9.00 Registration/ check in with tea and coffee Opening Remarks by Chair- Morris PentelCustomer Experience Foundation
Speakers Include:
Morris Pentel Chairman of the Customer Experience Foundation
David VillasecaGlobal Director of Customer Management, BBVA
Attila Kezdody Head of CRM & Campaign ManagementErste Bank
Oke Eleazu Managing Director, Think Outside In
Sylwia Kulesza Deputy Director of Direct Channels Sales & Service Department, mBank
Andy WilkinsSenior Strategy, Innovation and Customer Experience Consultant, Transform
Ewa Herbik PiszczakoMarketing Director Pekao Bank- Unicredit Group
Branislav Rovny Head of Sales Operations, Vodafone
Georgiana Grigore Head of Customer Experience Management, Raiffeisen Bank International
Steve Cahill Country Manager Spain, General Manager & Vice President SSC Barcelona
Gurol Kurt Customer Experience Management Director, Commercial Project OfficeTeliaSonera Eurasia
Silvana Buljan Buljan & Partners Consulting
Neslihan Peker Lead, Customer Experience Manager, Turkcell İletişim Hizmetleri A.S
Chairman: Morris Pentel, Customer Experience Foundation
International Customer Experience Management Summit 23rd – 25th April 2014, Barcelona
GOLD SPONSORSilver Sponsor Be the first to place your logo here
ICEM Summit 23rd-25th April 2014, Barcelona ICEM Summit 23rd-25th April 2014, Barcelona
PreConference Workshop & 2 Days Conference PreConference Workshop & 2 Days Conferencewww.kp-morgan.com / [email protected] www.kp-morgan.com / [email protected]
Session I 9:15hrs
The Future of Retail Relationships Morris Pentel, Chairman of Customer Experience Foundation • The impact of customer power, blended experience and smart
homes of retail models.
Session II 10:00hrs
How Innovation on customer management creates value in the service revolution? David Villaseca, Global Director of Customer Management, BBVA• Customer Experience management
10:45hrs
Networking Tea & Coffee with Continental
Session III 11:15hrs
Voice of CustomerAndy Wilkins, Senior Strategy, Innovation and Customer Experience Consultant, Transform• Creating value for the customer• Different ways to get VOC and how to use it to improve your
whole organization.• The holistic approach• Myths about keys drivers of CSAT & NPS
Interactive Discussion 12:30hrsAll attendees will have an opportunity to get interact directly with the members of the panel to discuss a selection of the most interesting topics addressed during the conference. Moderator: Andy WilkinsSenior Strategy, Innovation and Customer Experience Consultant, Transform
13:00hrs Complimentary Lunch
Session IV 14:00hrs
Delivering on Our Customer Promise Gurol Kurt, Customer Experience Management Director, Commercial Project Office, TeliaSonera Eurasia
• How to establish emotional connections to differentiate and build lifelong customer relationships
• How to capture voice of customer continuously as a primary input into our decision making and investments
• How to build segment differentiated value proposition to encourage customer loyalty
• How to enable change in the hearts and minds of our employees starting with touch point personnel to ensure their customer engagement
• How to measure return on our customer experience investment
Session V 14:45hrs
Customer Insghts - built for business usageAttila Kezdody, Head of CRM & Campaign ManagementErste Bank• Retention - the most frequently failed analytic model• Customer Value - modularity and interchangeability is key for
acceptance• Segmentation: analytic vs. product usage vs. lifestage• Next best offer, never ending learning curve.
15:30hrs
Networking Tea & Coffee with Continental
Session VI 16:00hrs
Employee engagement facilitates positive customer experience.Steve Cahill, Country Manager, General Manager & VP of Barcelona Shared Service Centre, Colt Technology Services• The Value of Middle Management• Employee Engagement and Creating a Customer-Centric Culture
Session VII 16:45hrs
Customer Experience Implementation in big organizationsSilvana Buljan, Buljan & Partners Consulting• Understanding of CE in big organizations• Current standing • Challenges • Vision of the future • Emotional Engagement
Special Feature 17:30hrs
Round table discussion and Closing remarks by Chair
18:00hrs Cocktail ReceptionAll attendees are welcome to join at the complimentary cocktail reception. An extended opportunity to network and benchmark.
DAY 18.30 - 9.00 Registration/ check in with tea and coffee Opening Remarks by Chair- Morris PentelCustomer Experience Foundation
International Customer Experience Management Summit 23rd – 25th April 2014, Barcelona
Topics at a Glance:
• Latest trends in Customer experience management - 2014 and beyond
• Digital Customer Experience Management• End to end customer experience-
applications, mobiles, tablets etc.• How to connect CEM with financial value• Cross- functional collaboration and Key
Performance Indicators• Customer journey mapping• Different ways and method to capturing &
tracking customer journey• How CEM does helps your business• Best ways to understand customers• Customer insight and analytics• Different ways to get VOC• Myths about key drivers of CSAT & NPS• Enterprise feedback management• Measure, analyses and share customer
feedback.• Loyalty Rewards Programs• Online Social Media Dashboard• How social media will drive customer
experience into 2014• Influence and control customer experience
through social media
You should not miss this annual opportunity if you are – Vice Presidents, Directors, Heads, Senior Manager, Leaders and Executives from
Customer Experience Management, Client relationship Development, Customer Life cycle Strategies, CRM & Loyalty, Customer Care & Service Quality, Retention & Loyalty Programs, Customer Insight & Satisfaction, Enterprises Feedback Management, Channel & Multichannel Management, Process Excellence, Contact Centres, Data Management, Social Media & Brand Management, Marketing & sales
“An empowered organisation is one in which individuals have the knowledge, skills, desire and opportunity to personally succeed in a way that leads collective organisational success .”
Workshop
23rd April 2014
A workshop for senior managers providing a structure to manage CEM Strategy. The focus is customer relationships with key examples from Financial Services and Telecommunications . It looks at the practical impacts of Customer Experience Design on the profitability of your customer relationships:
Session I 14:30hrs• How robust is your current strategy?• What are the key innovations that will
impact retail experience?• How you can build innovation into
strategy.• How do you assess the maturity of your
current strategy?• Do you have the right stakeholders and
agenda?
Session II 15:40hrs• Who are your customers and who
influences their relationships with you?
• What kind of relationship do you have with your customers and does that meet your business needs?
• How do you define the optimum lifetime value for your customer relationship?
• From Multi-channel through Omni Channel towards blended contact – What are the changes that most impact the value of your customer relationships?
• What role will social media play in your customer relationships?
• How do you develop your insight & understanding of your customers to influence their buying patterns?
• Customer Satisfaction• Customer feedback surveys & Loop• What touch point do you engage with to
get customer feedback?• Employee Engagement• The Value of Middle Management• Employee Engagement and Creating a
Customer-Centric Culture• Learn How to attract the right people to
Deliver Your Unique CE• Customer Relationship Management• Contact Centre Transformation.
Conference Features
Presentations, Workshops, Round Table, Discussion, Panel Discussions, One-to-One Discussions, 2 days international forum, Case Studies, Networking Breaks, Cocktail Receptions, Exhibitions
Got a question!
Email: [email protected]: +35 314 378 595
Workshop Moderator: Morris Pentel Chairman and founder of Customer Experience Foundation
