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We talk comprehensively and intensively about everything that makes customers happy
Practical case studies, or about successes and diffi cult moments on the road to achieving the highest quality of customer service
Inspirations from the Polish market and from abroad
Option of creating an individual agenda based on two parallel sessionsContact Centre and Customer Experience Management
The most current subjects indicated on a daily basis by practitioners working in customer service
For more, go to: www.forum-ccms.com/prelegenci
SMILE?POSITIVE SURPRISE?ADMIRATION FOR COMPETENCE AND SPEED OF RESPONSE?
5 REASONS TO JOIN US
SUMMIT'S INSPIRATORSSMILE?POSITIVE SURPRISE?ADMIRATION FOR
I wonder what facial expressions your customers show when contacting the customer service re-presentatives?These responses are the eff ect of your work – these are your eff orts and solutions that signifi cantly defi ne further customer rela-tionship, infl uencing his/her response and loyalty. Especially in the situation of fi erce competition for customers, anticipating the expectations and highest quality of contacts and service are becoming the key challen-ge, but also the area of huge opportunities!Let us therefore meet as each year and exchange experience to make the contacts of your custo-mers with the company always end with a smile.
Ian GoldingCertifi ed Customer Experience Professional, UK Ambassador for the Customer Experience Professionals Association CXPA
Jerry AngraveFounderEMPATHYCE
Robert WasiakTelesales Department Director
WOLTERS KLUWER
Magdalena Szczepańska Customer Service Centre Director
GOTHAER TU
Jacek PowałkaInternational Marketing Director
INPOST
Patrycja MikutaniecRetail Sales Director
LUX MED
Sylwia SznyrowskaCustomer Service Director
NETIA
Krystyna RączyCustomer Relationship Manager for Central Europe
RECKITT BENCKISER
Agnieszka Płatek-CiukResearch and Analysis Manager
GRUPA AVIVA
Luke Brynley-JonesSocial Media Consultant&Speaker, Founder&CEOOUR SOCIAL TIMES
Robert GowinMember of theBusiness Transformation Team
GENWORTH FINANCIAL EUROPE
Zuzanna Chodyra-PiastManager of the Customer Experience Management Department
PLAY
Ewa Herbik – PiszczakoManaging Director, Stakeholder Research and Involvement Department
BANK PEKAO
Monika UrbaniakCustomer Quality Management Director
RAIFFEISEN POLBANK
Bartosz GottCustomer Relationship Strategy Director
ORANGE
Piotr KunceCustomer Contact Team Manager
PKO UBEZPIECZENIA
Agnieszka Lelonkiewicz Call Centre Project Manager
ORKLA HEALTH
Krzysztof Rogaliński Managing Partner
IQ-MART
Dorota Chmurska Cross-Sell Team Manager
BANK POCZTOWY
Sebastian Starzyński CEO
ABR SESTA
Paweł PtaszyńskiDirector of the Foreign Loss Adjustment Centre
TUiR WARTA
Piotr MerkelIndependent Expert, Advisor to the Management BoardENERGA OBRÓT
Andrzej SzczepaniakDirector of Communication Service CenterBANK ZACHODNI WBK
Social
OUR SOCIAL TIMES
Jacek Powałka
Sylwia SznyrowskaCustomer Service Director
Agnieszka Płatek-Ciuk
GRUPA AVIVA
Magdalena Szczepańska Customer Service Centre Director
GOTHAER TU
Zuzanna Chodyra-PiastManager of the Customer Experience Management Department
Monika UrbaniakCustomer Quality Management Director
Customer Contact Team Manager
Centre
TU
Advisor to the Management Board
Andrzej Szczepaniak
For more, go to: www.forum-ccms.com/program
10:10 Defi ning the competencies required to be a customer centric organizationIAN GOLDING, Certifi ed Customer Experience Professional, UK Ambassador for the Customer Experience Professionals Association CXPA
♥ Discover the ten competencies that make an organisation customer centric, from acknowledging the need for change, to being able to visualize and measure the customer journey
♥ Self assess the customer centricity of your own organisation
10:40 Interactive Q&A session10:50 Turn your strategic customer thinking into a competitive
advantageJERRY ANGRAVE, Founder, EMPHATYCE
♥ The role of customer experience as a strategic and fi nancially benefi cial discipline
♥ Tools to know which customer journeys to map next, why and how
♥ How to prioritise the focus of limited resources
♥ The frameworks to create internal momentum behind changing the right things
11:20 Interactive Q&A session11:30 Coff ee break11:50 Best Practices in Social Customer Service
LUKE BRYNLEY-JONES, Social Media Consultant&Speaker, Founder& CEO, OUR SOCIAL TIMES
♥ How to engage with customers on social media
♥ Techniques for conveying empathy and building trust in under 140 characters
12:20 Interactive Q&A session12:20 Between trends and practice. What technological news are
really needed by our customers We are awaiting the Partner’s confi rmation
♥ New technological solutions – how to fi nd the golden mean among the solutions available in the market
♥ Which processes should be automated to bring the expected results
13:00 Interactive Q&A session13:10 Lunch and dividing into two parallel themed sessions
9:30 Registration and morning coff ee9:30 Registration and morning coff ee
10:00 Opening of the Summit and greeting all Participants PAULINA PYC, Project Manager, BLUE BUSINESS MEDIA
15:20 Closing the Summit, handing out certifi cates 15:20 Closing the Summit, handing out certifi cates
CC IN RELATIONSHIP WITH INTERNAL CUSTOMERS AND THIRD PARTIES
14:10 Contact Centre vs. internal customer How to structure cooperation correctlyPAWEŁ PTASZYŃSKI, Director of the Foreign Loss Adjustment Centre, TUiR WARTA
♥ Scope of activities recorded by a consultant and loss adjuster to improve managing interventions and improve the effi ciency of CC’s actions
♥ The role of IT system as a platform for exchange of internal information
14:40 Interactive Q&A session14:50 Effi cient cooperation rather than seeking to impress
in outsourcing. Cost vs. qualityAGNIESZKA LELONKIEWICZ, Call Centre Project Manager, ORKLA HEALTH
♥ Expectations + obligations, i.e. smooth talk versus the contract ♥ Does the success fee increase the number of complaints on
the side of the service buyer? (on example of telesales) ♥ Key quality issues impacting the success of activities in
outsourcing
15:20 Interactive Q&A session
EFFECTIVENESS OF KEY PROCESSES AT CC
10:00 Restructuring and centralisation of a Contact Centre. Benefi ts for the customer and the companyKRYSTYNA RĄCZY, Customer Relationship Manager for Central Europe, RECKITT BENCKISER
♥ Pros and cons of centralisation
♥ Stages of introducing effi cient centralisation
10:30 Interactive Q&A session
10:40 Move from campaign-driven model to relationship-driven model of sales in CC. Impact on the agent and the effi ciency of the channelROBERT WASIAK, Telesales Director, WOLTERS KLUWER
♥ What is in the centre of attention in the classic campaign model
♥ What change is brought by the relationship-driven model in this area – what values and goals are used to create the action plan
♥ How does the profi le of the person needed to operate such a model change
11:10 Interactive Q&A session
11:20 Coff ee break
11:40 Integrated optimisation strategies in the work of a Call Centre. How to provide comprehensive and personalised customer service
We are awaiting the speaker’s confi rmation
QUALITY INDICATORS IN A CC12:20 Which KPIs are important from the perspective of
the customer, and which from the perspective of the management and business partnersPIOTR KUNCE, Customer Contact Team Manager, PKO UBEZPIECZENIA
♥ Method of setting KPIs for all stakeholder groups
♥ Impact of KPIs on the delivery of business goals and customer expectations
12:50 Interactive Q&A session
13:00 Lunch
14:00 Does a high Service Level always mean good customer service MAGDALENA SZCZEPAŃSKA, Customer Service Centre Director, GOTHAER TU
♥ How quickly high SL can be achieved and at what cost
♥ Effi ciency of consultants’ work (multiskill, process optimisation)
♥ Assessment of the quality of calls and testing knowledge (i.e. what is the impact of knowledge on SL)
14:30 Interactive Q&A session
14:40 Which qualitative indicators are the most important in Contact Centre and how to deliver on themSYLWIA SZNYROWSKA, Customer Service Director, NETIA
♥ How to select KPIs that will translate to customer satisfaction and at the same time bring savings
15:10 Interactive Q&A session
CEX. WHAT TO START WITH14:10 Chasing Customer Experience…
AGNIESZKA PŁATEK-CIUK, Research and Analysis Manager, AVIVA GROUP
♥ Where do we want to go? Defi ning the Customer Experience strategy and its role in the organisation
♥ Customer journey mapping in practice (CJM)
♥ Key customer-related indicators (NPS, CES)
♥ The role of internal communication
14:40 Interactive Q&A session
14:50 How to correctly position CEX strategy in the companyROBERT GOWIN, Member of the Business Transformation Team, GENWORTH FINANCIAL EUROPE
♥ How is customer experience created, meaning individualisation, trust and simplicity as key aspects of a CEX strategy
♥ Verifying products and moving from transactional to context-driven model when implementing CEX in an insurance company
15:20 Interactive Q&A session
CEX. WHAT TO START WITH10:00 Who is responsible for customer experience in the
company Practical consequences of the (not so) obvious answerBARTOSZ GOTT, Customer Relationship Strategy Director, ORANGE
♥ Roles and responsibilities in managing customer experience
♥ Eff ective and ineff ective methods of building employee involvement
10:30 Interactive Q&A session
CEX VS. QUALITY OF PRODUCTS AND SERVICES10:40 Using customer’s opinion to improve products, service
level and customer satisfactionPATRYCJA MIKUTANIEC, Retail Sales Director, LUX MED
♥ Why did we decide on the quite risky practice of using ratings that are not always positive and how it helped us
♥ How did we defend ourselves from off ensive opinions or those that were not related to the product being rated
11:10 Interactive Q&A session
11:20 Coff ee break
11:40 Cult brands are built like religions. InPost parcelstations on the road to sainthoodJACEK POWAŁKA, International Marketing Director, INPOST
♥ How to create “rituals” that build brand value
♥ Researching customer opinion to optimise a unique customer experience
♥ Optimisation and integration of communication in multichannel environment
12:10 Interactive Q&A session
CEX TOOLS12:20 Operating use of Net Promoter Score results
ZUZANNA CHODYRA-PIAST, Manager of the Customer Experience Management Department, PLAY
♥ Relationship NPS as the indicator of a brand’s condition: advantages and limitations
♥ Transactional NPS: a deeper insight into customer experience
♥ “We have NPS Score, but what’s next?” How to make NPS a tool for day-to-day business management
12:50 Interactive Q&A session
13:00 Lunch
14:00 'Voice of the customer': sources and positioning. How to use the voice of the customer to introduce the process of continuous quality improvement in the organisationMONIKA URBANIAK, Customer Quality Management Director, RAIFFEISEN POLBANK
♥ Consistent values and multichannel standards
♥ Sources of the voice of the customer
♥ Moment of true
14:30 Interactive Q&A session
MEASURING CEX14:40 How to ensure a consistent, comprehensive and useful
system for measuring customer experienceEWA HERBIK-PISZCZAKO, Managing Director, Stakeholder Research and Involvement Department, BANK PEKAO
♥ Evolution of the systems for measuring customer feedback in Bank Pekao S.A.
15:10 Interactive Q&A session
Registration and morning coff ee
AGENDA – Day 2 – April 17 Registration and morning coff ee
AGENDA – Day 1 – April 16
PLENARY SESSION
CONTACT CENTRE SESSION
CONTACT CENTRE SESSION
CUSTOMER EXPERIENCE MANAGEMENT SESSION
CUSTOMER EXPERIENCE MANAGEMENT SESSION
15:30 Coff ee break
15:50 INTERACTIVE THEMED TABLES SESSION
17:00 Cocktail
18:30 Closing day 1 of the Summit
GAMIFICATION Using the game mechanism in
customer relationships
SEBASTIAN STARZYŃSKI, CEO, ABR SESTA
TABLE ATESTING CUSTOMER SATISFACTION
BASED ON THE MODEL OF DECOMPOSING RELATIONSHIP NPS
KRZYSZTOF ROGALIŃSKI, Managing Partner, IQ-MARTPIOTR MERKEL, Independent Expert, Advisor to the Management Board, ENERGA-OBRÓT
LEADERSHIP How to motivate teams for constant
care for the customer
PATRYCJA HACKIEWICZ, Business Coach, Consultant, CUSTOMIZED GROUP
TABLE B TABLE C
Chairman: DOROTA CHMURSKA Cross-Sell Team Manager, BANK POCZTOWY
Chairman: DOROTA CHMURSKA Cross-Sell Team Manager, BANK POCZTOWY
Chairman: DOROTA CHMURSKA Cross-Sell Team Manager, BANK POCZTOWY
Chairman: ANDRZEJ SZCZEPANIAK Director of Communication Service Center, BANK ZACHODNI WBK
Chairman: ANDRZEJ SZCZEPANIAK Director of Communication Service Center, BANK ZACHODNI WBK
www.forum-ccms.com/zgloszenie
Use the promotional prices – off er valid until 27 February 2015.
PARTICIPATIONAnna Banaś
Head of Salestel. 12 350 54 06
email: [email protected]
PARTNERSHIPAnna Chrobot
B4B Communications Managertel. 22 256 70 35
email: [email protected]
ABOUT THE SUMMITPaulina Pyc
Project Managertel. 12 350 54 02
email: [email protected]
3495 zł(+ 23% VAT)
if registering between
28 February and 20 March
2015.
3995 zł(+ 23% VAT)
if registering after 20 March
2015
“I learned the Customer Contact Ma-nagement Summit is the central event in the area where no important market participant can be missing. This is also a good place for looking for inspira-tions and exchange of experiences between the players from various indu-stries, who, however, face similar chal-lenges in customer service and contact centre management. Recommended!”
Robert SambierskiHousehold Customer Retention Director
Orange
„The CCMS is a high value conference. The good level and mixed background of the speakers and participants result in profound discussions that really help you gain more insight in relevant customer contact issues.”
Mike HoogveldManaging Partner
RedFoxBlue
“Customer Contact Management Summit is a business and industry event attracting experts from the entire country, interesting guests, speakers with interesting subjects and providers of modern IT solutions. It is an occasion for exchanging views, experiences, being inspired and laun-ching new relationships. This is one of the key events on the map of Poland during the year – recommended!”
Elżbieta KrawczyńskaCommunication Skills Development Specialist
Bank Zachodni WBK
“As usual, the conference was at a very high level – both in terms of the subject matter and organisa-tion. Very interesting selection of speakers with high practical experi-ence. A large group of participants, representing almost all industry sectors – from household appliance production, through distribution of all types of goods, to fi nance – this is a good starting point for inspiring backstage discussions. We were here several times and I hope we will also participate in the next year’s edition”
Michał SzybalskiIT System Architect
Comarch
2195 zł(+ 23% VAT)
if registering 3 or more
persons from the company
by 27 February 2015.
2695 zł(+ 23% VAT)
if registering 2 persons from the company
by 27 February 2015.
2995 zł(+ 23% VAT)
if registering 1 person from the company
by 27 February 2015.
Organizer
Blue Business Media sp. z o.o Kraków Unitul. Berka Joselewicza 21 c 31-031, Krakówtel. +48 12 35 05 400fax. +48 12 35 05 [email protected], www.bbm.pl
Partner