8. customer contact management summit - blue...

8. Customer ContactManagement SummitExperience matters!

26-27 April 2017, WarsawHotel Courtyard by Marriott

Experiencematters

Cake - the highlight of numerous parties, awaited by everyone! It’s one of those details that is always remembered and talked about long after the party is over. To satisfy thegourmet tastes of those who have already tried their fair share of cakes; the dough, the weights, icing and decorations all have to be combined in a masterful way.

The flavours have to complement, enhance and enrich each otherto guarantee a unique experience...

First bite and... A smile! We did it!

What an appropriate metaphor of what we’re dealing with everyday, while working on the quality of service and delivering customer satisfaction. Here, it is the experience that matters!

About the ForumFor the eighth time we’re meeting in the company of practitioners responsible for ensuring the delivery of the highest quality of customer service to share experiences, best practices, and unique

inspirations.

Objective of the ForumIncreasing the quality of customer service at all points of contact and channels and ensuring positive Customer Experience for an even higher customer satisfaction and creating the ‘WOW’ effect

as often as possible.

On the Agenda:Listen up! The customer’s voice matters!

Satisfied customer in the digital world – how to build positive experiences in remote channels

Optimizing the flow of knowledge/information between channels

Totally focused on the customer – CX cool-ture

Employee Experience First – building positive attitudes of employees

Andrzej Szczepaniak, Business Relationships Expert, BANK ZACHODNI WBK

Bilal AsciGroup Headof Customer Valuen11.com

Leszek Żebrowski Dyrektor Contact CenterMEDICOVER

Adrian Buczyniak Customer Experience ManagerCITI HANDLOWY

Dorota Chmurska Cross-Sell Team ManagerBANK POCZTOWY

Rafał KrauzeCountry Manager

trnd Polska

Remigiusz Franek Head of Customer Care Multichannel ManagementORANGE POLSKA

Andrzej Szczepaniak Business Relationships Expert BANK ZACHODNI WBK

Dorota OsieckaCustomer Experience & CRM ManagerTESCO

Marcin ŁazińskiContact Center ManagermBank

Katarzyna AnosowiczHead of Customer ExperienceTVN DIGITAL

Konrad SkórczyńskiHead of Customer Care

UPC POLSKA

Paweł KoterbickiHead of the Customer

Service CentreBIURO PODROŻY

ITAKA

Łukasz MajowskiChapter Leader Customer

Experience / SeniorManager Centrum Agile– Digital Transformation

ING BANK ŚLĄSKI

Anna SiewieraCustomer Service

ManagerSUPER-PHARM

POLAND

Elżbieta Poznańskaformer Director

of Customer Service Department

OPEN LIFE TU ŻYCIE

Rafał Pychowski Sales DirectorUNIMA 2000 SYSTEMY TELEINFORMATYCZNE

Andrzej Wierzchoń WOM Sales Manager

trnd Polska

Joanna Hirsz-KropińskaGeneral DirectorGCE Consulting,

GoodCustomerExperience.pl

Agata RzeszótkoCustomer Service

Manager Poland & CEE WEARCO,

ANSWEAR.COM

Maciej PietruchaDirector

of the Multichannel Communication Centre

BANK ZACHODNI WBK

Martin Hill-WilsonCustomer Service,Customer Experienceand Beyond SilosStrategist / Founder BRAINFOOD CONSULTING

Stefan OsthausCustomer Experienceand Employee ExperienceGlobal Expert /Managing DirectorEXPERIENCE5

Speakers

www.forum-ccms.com/prelegenci

Additionally, among the speakers:Magdalena Wąsiewicz, Key Channel Account Manager Poland, PLANTRONICSAndrzej Rezler

Development & Sales DirectorCCIG Group

Katarzyna PerłowskaTeam Coach, Facilitator,

Relationship Coach TIPPING POINT

Anna KlimczukTeam Coach, Facilitator,

Relationship Coach, TIPPING POINT

Magdalena PisarczykIT Projects Director

UNIMA 2000 SYSTEMY TELEINFORMATYCZNE

15:00 Coffee break and splitting into interactive thematic tables

15:20 Interactive thematic tablesIn the company of practitioners – first and foremost – experience!

These interactive meetings in smaller groups are focused on finding answers in the areas you pointed out as the most interesting, together, through active engagement of all the participants. The number of participants at a given table

is limited – they are going to be distributed on a first come – first served basis.

16:20 Cocktail – a perfect opportunity for networking and continuing discussions in a less formal atmosphere19:00 End of the first day of the Forum

Day 1: 26 April 2017, Wednesday

PARALLEL THEMATIC SESSIONS

CUSTOMER CENTRIC DIGITAL CHANNELS

Host: Andrzej Szczepaniak, Business Relationships Expert, BANK ZACHODNI WBK

A SATISFIED CUSTOMER IN THE DIGITAL WORLD

11:40 How to build positive customer experience in remote channels Case study: ORANGE POLAND

integrating a mobile application with the Contact Centre customers’ preferences with regard to modern methods of communication how to measure the effectiveness of digital channels in customer service Remigiusz Franek, Head of Customer Care Multichannel Management, ORANGE POLAND

12:10 Interactive Q&A session

12:20 Modern tools supporting Customer Experience in digital world of Contact Center

Smart Working in Contact Center sound and its importance as a key factor in level of customer satisfaction innovations supporting CC agent’s work and measuring effectiveness, way and communication environment MagdalenaWąsiewicz,Key Channel Account Manager Poland, PLANTRONICS

12:40 Lunch

13:40 The customer in an innovative online branch Case study: BANK ZACHODNI WBK online branch: a combination of traditional and remote banking a BZ WBK customer uses self-service channels for banking from start to finish in an online branch, it is about E2E processes

Maciej Pietrucha, Director of the Multichannel Communication Centre, BANK ZACHODNI WBK


14:20 Transformation of Contact Center to digital channels in an optimal way, both in terms of customer experience and efficiency

Case study: n11.com

the need for Customer Experience on e-commerce actions for digitalizing customer service results and future plans BilalAsci,Group Head of Customer Value, n11.com


CUSTOMER FEEDBACK & COMMUNICATION

Host: Dorota Chmurska, Cross-Sell Team Manager, BANK POCZTOWY

TRANSLATE FEEDBACK INTO SUCCESS

11:40 The importance of customer feedback in a project, conducted using the Agile methodology

Case study: CITIBANK ONLINE

Agile methodology – how does it support a customer-centric approach how to effectively gather feedback during a project how feedback translates into quick improvement of the final product

AdrianBuczyniak, Customer Experience Manager, CITI HANDLOWY


12:20 Customer comes to Call Center

you have your own Call Center – can you have better one effectiveness and quality of Call Center activities - what decides about it how to not burn your fingers – criteria for selecting the best Call Center

Andrzej Rezler, Development & Sales Director, CCIG Group

12:40 Lunch

13:40 Obtain a large bulk of customers’opinions and... then what? Casestudy:INGBANKŚLĄSKI automation of categorization of large amounts of information received from customers – problems and challenges posed by the Polish language effective management of large amounts of feedback from the customers – first conclusions after system implementation communication with customers who share their opinion with us – how to do it effectively Łukasz Majowski, Chapter Leader Customer Experience / Senior Manager Agile Center Digital Transformation, ING BANK ŚLĄSKI14:10 Interactive Q&A session

EFFECTIVE COMMUNICATION WITH THE CLIENT

14:20 Moments of truth when in contact with customers – how to deal with difficult situations between customers and the company Case study from the insurance sector the client in the area of misselling demanding situations – how to deal with them how to break a deadlock mediation – is it necessary ElżbietaPoznańska,former Director of Customer Service Department, OPENLIFETUŻYCIE14:50 Interactive Q&A session

09:00 Registration, morning coffee and sweet treats

09:45 Opening of the Forum and networking session AnnaBrydniak,Project Manager, BLUE BUSINESS MEDIA AndrzejSzczepaniak, Business Relationships Expert, BANK ZACHODNI WBK

PLENARY SESSION: LISTEN UP! THE CUSTOMER’S VOICE MATTERS!

10:00 Global CX leaders love simple – how to implement a unique and straightforward do-it-yourself method in order to effectively improve your CX and EX

context: tools and methods for collecting customer and employee insights action: how you can gain customer insight without costly market research projects success: learn from leading organizations from around the world who use this approach StefanOsthaus,Customer Experience and Employee Experience Global Expert / Managing Director, EXPERIENCE510:30 Interactive Q&A session10:40 Voice of Customer and Customer Feedback Management as the key processes in an organization – how to act to satisfy everyone –customer and business Case study: TVN DIGITAL how we planned on gathering feedback that enabled dynamic response and strategic analysis – managing the customers’ feedback as a process in Player translating voice of the users into real actions shaping business optimizing business activities towards customer demands – how we determined which voices have the biggest influence on an organization KatarzynaAnosowicz,Head of Customer Experience, TVN DIGITAL11:10 Interactive Q&A session11:20 Coffee break, splitting into parallel sessions

Hostofplenarysession:AndrzejSzczepaniak,Business Relationships Expert, BANK ZACHODNI WBK

Table 1: How to design and monitor the optimal Customer Journey in a multichannel environment in order to achieve the best possible CX

Customer Journey Map – an introduction to the workshop: what a customer journey map is and what it should contain, what we should pay attention for during its development, how to use a map in organization, who should be engaged in its development we create a customer journey map - practical workshops of building a customer journey map and design new customer experience JoannaHirsz-Kropińska,General Director, GCE Consulting / GoodCustomerExperience.pl

Table 3: Manage your energy, not time: how to create engaging environment day by day participants will have an opportunity to experience the power of visualization to feel how happiness impacts quality of employees work we will work out cafeteria of high impact actions KatarzynaPerłowska,Team Coach/Facilitator/Relationship Coach, TIPPING POINT AnnaKlimczuk,Team Coach/Facilitator/Relationship Coach, TIPPING POINT

Table 2: I love it and I won’t give it back, meaning... Consumer Experience for our brand needed ASAP Case studies from Poland and abroad why Word of Mouth is not the same as Buzz or cooperating with bloggers how to effectively combine off- and online solutions how to redefine the traditional idea of a target group for Word of Mouth projects and avoid unnecessary surprises integrating content generated media with 360o brand communication

AndrzejWierzchoń,WOM Sales Manager, trndPoland RafałKrauze,Country Manager, trndPoland

12:50 The fish gets more and more beautiful from the head down – how can the Management actively support a customer centric organization

Casestudy:SUPER-PHARMPOLAND

in search of values that puts the customer in the centre of an organization’s activities examples come from the top – how to turn declarations into tangible actions Employee Experience vs. Customer Experience – war of the worlds or space for coherent actions

AnnaSiewiera,Customer Service Manager, SUPER-PHARMPOLAND


13:30 Lunch

14:30 How to increase client satisfaction while reducing costs, in a relatively short time

Casestudy:UPCPOLAND

what to begin with to achieve our goal effectively how to engage a team facing difficult changes measuring and celebrating success

KonradSkórczyński, Head of Customer Care, UPC POLSKA


RETAINING CX IN TIMES OF CHANGES IN AN ORGANIZATION

15:10 How to smoothly go through change in an organization and still retain exceptional CX – fusion of departments dealing with sales chain support and customer service

Case study: ITAKA TRAVEL AGENCY

factors determining change implementation change as a process – analysis of stages employees facing change – fears and expectations conclusions and change assessment in hindsight

PawełKoterbicki,Head of the Customer Service Centre, ITAKA TRAVEL AGENCY


15:50 End of the Forum

BUILDING POSITIVE ATTITUDE AMONG EMPLOYEES

12:50 How to change someone’s day by one word Casestudy:#SłowaMająMoc,mBank sentiment in the network – where and how they talk about us brilliant simplicity – how to get on wall of thousands of people employee and customer in center of everything – mechanisms and results Izabela Kwiatkowska, Social Media Communication Specialist, mBank


13:30 Lunch

14:30 Amaze your clilents: take care of your employees first what was first egg or hen how to build partnership in your team creating happiness culture

KatarzynaPerłowska,Team Coach/Facilitator /Relationship Coach, TIPPING POINT


CHALLENGE --> RETAINING CONTACT CENTER EMPLOYEES

15:10 Working in a Contact Center is a temporary thing – that is how to retain consultants by giving them real perspectives

for development Casestudy:MEDICOVER

career path in CC practice – real need or unnecessary fuss how to find the golden path to make the majority happy what should be kept in mind while implementing a career path in CC – key success factors LeszekŻebrowski,Contact Center Director, MEDICOVER


15:50 End of the Forum

09:00 Registration, morning coffee and sweet treats

09:30 Opening of the second day of the Forum and networking session Andrzej Szczepaniak, Business Relationships Expert, BANK ZACHODNI WBK

PLENARY SESSION: OPTIMIZING THE FLOW OF KNOWLEDGE/INFORMATION BETWEEN THE CHANNELS

09:45 How to design an omni-channel service experience – a new practical approach to delivering low effort, multi-channel Customer Experiences Channel choice is now considered essential by customers who expect to move between channels and devices at will: based on any number of factors such as the complexity of a service task or the situation they find themselves in. However few organizations know how to meet this strategic challenge or how to practically design the right Customer Experience. unique omni-channel design framework used to increase user adoption of digital channels how to track your customer’s digital profile and establish willingness to use new channels design principles that facilitate intelligent deployment of voice, video and text MartinHill-Wilson,Customer Service, Customer Experience and Beyond Silos Strategist / Founder, BRAINFOOD CONSULTING


10:45 Contact Centre of the future – the role of CC in the world of omni-channel Casestudy:mBank customers’ expectations – everything, possible everywhere channel mix – change in the structure of interactions how to use the pros of particular channels to meet customers’ expectations MarcinŁaziński,Contact Center Manager, mBank


11:25 Personalized customer service process in the omni-channel strategy how to translate a problem into competitive advantage customer service in the Internet channel with particular emphasis on social media the influence of data analysis from Contact Center on customer retention case study: an example implementation of a complex omni-channel solution RafałPychowski,Sales Director, UNIMA 2000 TELEINFORMATIC SYSTEMS MagdalenaPisarczyk, IT Projects Director, UNIMA 2000 SYSTEMY TELEINFORMATYCZNE

11:45 Coffee break and splitting into parallel thematic sessions

Hostofplenarysession:AndrzejSzczepaniak,Business Relationships Expert, BANK ZACHODNI WBK

For an up-to-date agenda visit:www.forum-ccms.com/program

PARALLEL THEMATIC SESSIONS

Program Day 2: 27 April 2017, Thursday

CUSTOMER EXPERIENCE IN ACTION

Host: Dorota Chmurska, Cross-Sell Team Manager, BANK POCZTOWY

TOTALLY FOCUSED ON THE CUSTOMER – CX COOL-TURE

12:10 Customer Experience – everyone has heard about it, nobody has seen it – how to design and implement a well-working CX strategy in an organization Casestudy:TESCOCE why is it worth to trust customer’s experience and which CX strategies can we implement who is my customer? And what are the points of contact of customers’ interaction with the company let’s tear down the internal silos – cross-departmental approach to CX CX research tools – what works in practice DorotaOsiecka,CE Customer Experience & CRM Manager, TESCO12:40 Interactive Q&A session

EMPLOYEE EXPERIENCE FIRST

Host: Andrzej Szczepaniak, Business Relationships Expert, BANK ZACHODNI WBK

MOTIVATING LEADER t ENGAGED EMPLOYEE

12:10 You join a company, but you leave... the boss? – how to motivate and develop Contact Centre leaders to make them able to engage others to work in the spirit of CX

Casestudy:WEARCO,ANSWEAR.COM

“primum non nocere” – meaning where do bad bosses come from where do good leaders go – how to discover, motivate and retain them autonomy, mastery and goal – why there’s space for internal motivation in a Contact Centre

AgataRzeszótko,Customer Service Manager Poland & CEE, WEARCO, ANSWEAR.COM


How to participate

Contact

Cost of participating in the Forum per one person:

On-line registration as well as detailed terms and conditions of participation are available at the Forum’s official website:

www.forum-ccms.com/zgloszenie

ABOUT THE FORUM

Anna Brydniak Project Manager +48 12 350 54 57 [email protected]

IF YOU REGISTER BEFORE 24TH FEBRUARY 2017:

BETWEEN 25TH FEBRUARY – 17TH MARCH 2017

AFTER 17TH MARCH 2017

2195 zł (+23% VAT) – if 3 or more representatives of a single company register for the Forum

2995 zł (+23% VAT) – if 1 representative of a company registers for the Forum

2995 zł (+23% VAT) – if 3 or more representatives of a single company register for the Forum

3495 zł (+23% VAT) – if 1 representative of a company registers for the Forum

3995 zł (+23% VAT)

ABOUT REGISTRATIONAnna BanaśHead of Sales+48 12 350 54 [email protected]

ABOUT PARTNERSHIP

Dagmara SobczakEnfant Terrible of Marketing +48 12 350 54 [email protected]

5 reasons to join us:

20+ SPEAKERS – top-managers in charge of Customer Service, Contact Centre & Customer Experience

6 THEMATIC AREAS – Customer Voice Matters / Customer in Omni-channel / Customer Centric Digital Channels / Customer Feedback & Communication / Customer Experience in Action / Employee Experience First

PRACTICAL t PRACTITIONERS – no theory, inspirations based on the daily practice and experiences of leaders in customer relations management

CROSS-INDUSTRY PERSPECTIVE – presenting answers to the most important challenges from the perspective of various lines of business

VALUABLE BENCHMARKING – a unique opportunity to compare our strategies with solutions successfully implemented by practitioners responsible for CX strategy and the highest quality of customer service in the biggest companies on the market

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BBM Blue Business Media

Blue Business Media (BBM) is the leader of the polish professional conference sector. Each year we organize about 50 events – congresses, workshops and fringe events (galas, plebiscites, think tanks) attracting 100 – 1000 top managers of the highest management levels.

BBM specializes in organizing meetings dedicated to professionals in the fields of: management, marketing, sales, customer service, finances, controlling, purchases, IT, law and compliance, HR, logistics and production.

During the 7 years of BBM’s presence on the market our events gathered over 23000 participants from over 3400 companies, including 85 out of 100 biggest companies in Poland (according to revenue).

ORGANISER:

Blue Business Media Sp. z o.o. Kraków Branchul. Berka Joselewicza 21c, 31-031 Krakówtel. + 48 12 35 05 400fax + 48 12 35 05 [email protected]

Partners:

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