9th Customer Contact Management Summit

Agenda

Day 1: 22 May 2018

Registration and morning coffee

Official opening of the Summit and a networking session

Anna Brydniak, Project Manager, BLUE BUSINESS MEDIA

Konrad Skórczyński, Head of Customer Care & Customer Operations, UPC POLSKA

PLENARY SESSION

Chairman:
Konrad Skórczyński, Head of Customer Care & Customer Operations, UPC POLSKA

INSCRIBE CUSTOMER-CENTRICITY INTO THE DNA OF YOUR ORGANISATION

Building CX awareness and real employee engagement in creating a customer-centric organisation
Case study: MEDIA MARKT SATURN

Anna Kotuniak-Partycka, Head of Customer Experience, MEDIA MARKT SATURN

  • weighing the relevance of CX implementation
  • must-have elements during the customer-centric transformation
  • how to maintain appeal for the customers and find ambassadors of the change?

Interactive Q&A session

Best practices for transforming a service-based company into a customer-centric one and providing effective support for all (!) departments in their “being customer oriented”
Case study: AVIVA

Elżbieta Gierczyńska, Customer Champion, AVIVA

  • diagnosis: determine the stage of your company’s customer-centricity
  • shedding light on the problem: face the truth
  • long-term therapy: communicate and engage all stakeholders

Interactive Q&A session

Coffee & networking break

The Consumer’s Mobile Purchase Journey – how to build CX-oriented mobile channel

Antoine Hemon-Laurens, Product Marketing Director – Digital Experience, QUADIENT

  • CX-oriented mobile channel
  • a positive mobile customer journey
  • call-to-action button
  • A/B testing based on mobile behavior

The Challenge of B2B Customer Service – how to become successful in the new tech driven world
Case study: NORDEA

Göran Wendéus, Head of CM Customer Service, NORDEA

  • why is it so difficult to lift Customer Service in the B2B world to be at the same level as B2C
  • self-service and automation, the promise of the tech revolution
  • digital and personalized – the way forward in B2B Customer Service

Interactive Q&A session

Offering an outstanding customer experience through Omni-Digital Customer Care – where to start

Julien Rio, CMO, DIMELO

  • why is Customer Care the front line of your Customer Experience efforts
  • what are the new trends and expectations of your customers
  • what are the key elements for an outstanding Customer Care Experience

Lunch in an exquisite company and time to continue discussions


PARALLEL SESSIONS
Create your own agenda – choose the presentations that interest you the most

CREATE
AN OPTIMAL CONTACT CENTER

A fully robotised contact center – new technologies and tools that tangibly improve and accelerate the customer service process
Case study: ALIOR BANK

Marcin Król, Director of the Systems and Robotisation Development Department, ALIOR BANK

  • how new tools using artificial intelligence change our approach to customer service
  • “Dronn”, the Virtual Advisor – a review of the solution
  • the future of 24/7 service in a dynamically changing reality

Interactive Q&A session

Quality transformation – how to add customer service quality into the DNA of an organisation
Case study: GETTIN NOBLE BANK

Łukasz Stolarczyk, Dyrektor Biura Jakości Obsługi Klienta, GETIN NOBLE BANK

  • how to transform “lackadaisical” into “excellent”
  • effects and results of the change
  • what’s next – the nearest future of quality in banking

Interactive Q&A session

Panel discussion: Cheaper, quicker and… better – a level-headed approach to identifying processes and optimising costs of customer service

Magdalena Szczepańska, Director of the Operations and Customer Service Office, GOTHAER INSURANCE COMPANY
Piotr Ślusarczyk, Director of the Customer Service Office, NEUCA
Marcin Ledworowski, Director of the Customer Service Center, LOAN INFORMATION OFFICE (BIK)

Chairman:

Konrad Skórczyński, Head of Customer Care & Customer Operations, UPC POLSKA

LISTEN
TO THE CUSTOMER’S VOICE

Silos kill customer experience – how do you build a unified voice of the customer
Case study: TUI UK&I

Matt Popiolek, CX Performance & Planning Manager, TUI UK&I, TUI GROUP

  • uniting disjointed organisational and data silos
  • identifying and addressing top customer issues
  • creating customer-obsessed culture – calculating CX ROI

Interactive Q&A session

Customer Experience Map – how to create a legible map of customer experience?
CASE STUDY: BANK BGŻ BNP PARIBAS

Małgorzata Kamińska, Head of Customer Experience, BANK BGŻ BNP PARIBAS

  • experience – discover and understand
  • is the map more like a base or a road sign, or maybe both?
  • Is it necessary to create a map of CX, or does it simply pay off?
  • The most important thing – how to design a map like this properly?

Interactive Q&A session

We invite you to the parallel session

Coffee break and splitting into discussion groups

Interactive discussion salons

  • Salon 1: The shoemaker’s children go barefoot – how to skillfully build and maintain our own engagement to be able to cascade positive energy on our teams?

    Marzena Jankowska, Business and Health Psychologist, KOMILITON

    • Where does smooth, burnout-free engagement come from?
    • How to draw power from 5 stress reactions?
    • 5 sources of vital energy and high effectiveness – how to use them in everyday practice
  • Salon 2: On the way to better Customer Experience – from diagnosis to improvements

    Joanna Hirsz-Kropińska, Senior CEM Consultant, GCE Consulting – GoodCustomerExperience.pl

    • Customer Experience management cycle – necessary steps, typical errors in implementation
    • Customer Journey Map – why it’s worth developing, what to look for, how to use in the organization, who should be involved in its development
    • practical CX workshops – analysis of the clients’ experience of the chosen service by using the Customer Journey Map and designing new customer experiences

Cocktail – a perfect occasion for interesting informal discussions and networking

End of the first day of the Forum

Day 2: 23 May 2018

Registration and morning coffee

Opening of the second day of the Summit and a networking session


Konrad Skórczyński, Head of Customer Care & Customer Operations, UPC POLSKA

PLENARY SESSION

Chairman:
Konrad Skórczyński, Head of Customer Care & Customer Operations, UPC POLSKA

BUILD A COHERENT OMNICHANNEL EXPERIENCE

How to effectively centralise multichannel on-line and off-line customer service to ensure its high quality?
Case study: JYSK NORDIC

Olga Matyja, Customer Service Manager, JYSK NORDIC

  • Customer First strategy – the customer is the most important
  • on-line and off-line customers – one point of contact
  • building satisfaction and effective working with results

Interactive Q&A session

POZNAJ (MOC) SWOJEGO PRACOWNIKA

How the youth sees working in a call center in the context of the study World of the Young 5?

Katarzyna Krzywicka-Zdunek, Business Unit Manager, Agencja Badawcza IQS
Marta Rybicka, Business Unit Director, Agencja Badawcza IQS

  • what motivates and demotivates the Young on the job market and what expectations do they have about their career?
  • developing passions vs. stabilisation
  • work in a call center – the way they see it, attractors and barriers

Interactive Q&A session

Panel discussion with Millennials working in a call center:
Whatever works – Millennials honestly about themselves


Moderator:
Katarzyna Krzywicka-Zdunek, Business Unit Manager, Agencja Badawcza IQS

Panelists:
Barbara Michrowska, Junior Specialist for Contact Center Processes, GETIN NOBLE BANK
Monika Bieńkowska, Customer Care Manager, MYTAXI
Kamil Lebiecki, Complaints and Community Manager, UPC POLSKA

Coffee break and splitting into thematic parallel sessions

PARALLEL SESSIONS
Create your own agenda – choose the presentations that interest you the most

CUSTOMER EXPERIENCE
IN PRACTICE

The power of emotions in contact with the customer – the latest trends in building exceptional CX via phone
Case study: T-MOBILE

Kinga Wyszyńska, Kierownik Sekcji Szkoleń i Rozwoju Kanałów Zdalnych Kontaktu z Klientem, T-MOBILE

  • expectations of the customer regarding phone contact with a consultant: in the past and now
  • an increase of customer awareness and the development of remote channels
  • building relations in phone contact – to what extent is it possible?

Interactive Q&A session

Let’s tear down the internal silos! – how to engage departments not directly connected with customer service to acting in the spirit of the customer experience philosophy
Case study: BANK MILLENNIUM

Magdalena Macko, Director of the Quality Department, BANK MILLENNIUM

  • from the top or from the bottom? Is it better to bet on executives or staff?
  • modern, out-of-the-box methods of cooperation
  • how to build the team spirit?

Interactive Q&A session

Lunch in an exquisite company and time to continue discussions

The power of modern Customer Success – how to transform a customer-user into a customer-partner?
Case study: ZNANYLEKARZ.PL, DOCPLANNER

Monika Zaremba, Senior Client Success Manager, ZNANYLEKARZ.PL, DOCPLANNER

  • why Customer Success should be present in every company?
  • calibrating the CS team
  • how to use CX in Customer Success?

Interactive Q&A session

Transforming an organisation into customer-centric enterprise – how to effectively implement the process of customer experience management in a production company
Case study: LAFARGE

Justyna Paszke-Galanty, Head of Customer Experience Management, LAFARGE

  • organisational context and fears of the change
  • finding ambassadors and acceptance of the organisation
  • useful tools supporting the transformation
  • my experience in building B2B CX in the services sector

Interactive Q&A session

EMPLOYEE EXPERIENCE
– RECRUIT, ENGAGE AND RETAIN

Work in a contact center? Yes, please! How to convince the candidate to work in a call center?
Case study: ING BANK ŚLĄSKI

Anna Kęsik, Director of the Center for Candidate and Employee Experience, ING BANK ŚLĄSKI
Jakub Chrzanowski, Head of Client Services, ING BANK ŚLĄSKI
Karol Ołówek, Client Service Senior Account Manager, ING BANK ŚLĄSKI

  • ambassadors – about the ones who create positive PR
  • yeti – about the pros of working in a contact center
  • the candidate also counts as a person – the orange code in contact with the candidate

Interactive Q&A session

Creating an interesting career path in the flat structure of a contact center as an effective motivator for CC employees
Case study: VIVUS FINANCE

Mateusz Jagiełło, Customer Care Department Manager, VIVUS FINANCE

  • CC career paths as an element of the “WIN-WIN-WIN” project and the company’s strategy
  • additional solutions and initiatives that support effective introduction and retention of career paths
  • the opportunities for self-development of contact center employees

Interactive Q&A session

Lunch in an exquisite company and time to continue discussions

The silver generation in a call center – hiring mature employees as a perfect solution for the employee market, considerable rotation and the aging society
Case study: DHL EXPRESS

Jacek Koput, Telesales Director, DHL EXPRESS

  • two opposites in one room: fire and water
  • who wants to teach and who wants to learn?
  • the two halves of an orange

Interactive Q&A session

Preventing “escapes”, meaning a complex look on employee retention in a contact center – what retention activities work in the everyday practice of a customer service center
Case study: DECATHLON

Adam Świerszcz, Customer Service Manager, DECATHLON

Kacper Klimik, Customer Service Manager, DECATHLON

  • what kind of people do we look for to join our team?
  • what do we do that our employees don’t want to leave?
  • contact center and then? Work in a CC and the opportunities for development

Interactive Q&A session

CHALLENGE:
COMMUNICATING WITH THE CUSTOMER

Communication close to the customer – how to communicate to make the form and style of the message suit the customer and build positive experience
Case study: ENEA

Katarzyna Wyzujak, Director of the Customer Service Division, ENEA

  • trends in communicating with the customers
  • formal and informal communication and the customer segment
  • going out-of-the-box, leaving behind conversation scripts – risk or chance for success?

Interactive Q&A session

Transparent written communication with the customer – practical tips on the neglected written communication
Case study: ZUS

Magdalena Mazur-Wolak, Director of the Customer Service Department, ZUS

  • customer service policy – changes in communication
  • key aspects of qualitative research, methodology and conclusions stemming from the research
  • a holistic approach to written communication with the customers

Interactive Q&A session

Lunch in an exquisite company and time to continue discussions

Breaking barriers and opening up of corporations to deaf employees and dealing with customers with hearing impairments
Case study: BANK POCZTOWY

Sylwia Kisielewska, Director of the Contact Center Department, BANK POCZTOWY

  • dealing with deaf customers in a contact center and bank branches using a mobile application
  • employing people with hearing impairments – recruitment and adaptation

Interactive Q&A session

360o Communication with the customer, meaning how to create the WOW effect in digital and the real world – organisation, realisation, effects
Case study: JOHNSON AND JOHNSON POLAND

Kamila Wójcik, Head Of Sales – Mass Market, JOHNSON AND JOHNSON POLAND

Elżbieta Klein, Marketing Manager CEE, JOHNSON AND JOHNSON POLAND

  • effective communication with the shopper and consumer
  • specific character of B2B communication: using B2C communication threads – effects
  • special activities engaging all interested parties

Interactive Q&A session

End of the second day of the Summit