Our ECCCI Summit Expert Speakers From: Chair: Oke Eleazu Managing Director & CEO, Think Outside In

Tony Porter Chief Marketing & Sales OfficerPSS Help

Steve Cahill Country Manager Spain, General Manager & Vice President SSC Barcelona Colt Technology Services

Silvana BuljanFounder & MDBuljan and partners

Shahzad Ahmad Director Sales Operations EMEAInteractive Intelligence

Jeroen BuisProduct ManagerInteractive Intelligence

Fredrik LemmingDirector Solution Sales, Enterprise Solutions SwedenTelia Sonera

Oke EleazuManaging DirectorThink Outside In

Francois ProtopapaSenior CEM ManagerSunrise Communications AG

Carmen Lopez Suevos HernandezHead of Consumer ServicesVodafone

Javier Noguera Head of Customer Care Support ServicesVodafone

Demet Yarkin Group Manager CC Channel Experience an Planning & Productivity Global Bilgi

Morris PentelFounder, Managing DirectorCustomer Experience Foundation

Ozge Micozkadioglu TekalpDirector Contact CentreBNP Paribas- TEB Bank

Richard BennettManaging DirectorIcloud

Rupesh Raikundalia Chief Information Officer CE Foundation

Inigo Arribalzaga‎General Manager Customer ServicesArvato Bertelsmann

The Barcelona ECCCI summit is targeted for

Telecom & Banking professionals who are always

seeking for new opportunities, visionary ways of

conducting performance. This seminar will help gain

a fresh perspective to Contact Centes & Customer

Interaction Management. The focus will be both on

key topline items that will help generate positive CE

& sales and the cost infrastructure with a view to

increase profitability. The speakers will be present-

ing real life examples in this context in addition to

frameworks presented by external agencies with real

figures. Various plenary sessions will be held in paral-

lel to ensure that time is used effectively to manage

different needs of the audience.

Two Days Conference

Media Partner

www.kp-morgan.com / info@kp-morgan.com

ECCCI Summit Barcelona Overview

Barcelona, Spain 26th– 27th November 2014

Excellence in Contact Centres & Customer Interaction Summit

Two Days Conferencewww.kp-morgan.com / info@kp-morgan.com

ECCCI Summit, Barcelona, Spain / 26th– 27th November 2014

9.00 Introduction and general flow by chairman Opening Remarks - Oke Eleazu

9:10-9:20 Inspirational Video

9:20 - 10:10 Session 1 The Future of Customer Relationships. Morris Pentel, Chairman Customer Experience Foundation• With customer behavior and technology

changing so faster what does the next 3 years of the contact centre web and retail customer contact hold.

• A look at the latest consumer trends from around the world and how they are impacting strategy.

10:10 - 10:50 Session 2 Customer feedback surveys Francois Protopapa, Senior Manager Sunrise Communications AG• Use Voice of customer to improve your

customer experience and save money• Incorporate VOC in Quality Assurance

Process• Text Analytics to better understand VoC• Actionable VoC -> from feedback to the

actions

10:50hrs Networking Tea & Coffee with Continental Breakfast

11:25 - 12:10 Session 3 Future of contact Center Ozge Micozkadioglu, Director Contact Centre, BNP Paribas, TEB Bank• Changing trends, • Impact of digital in the future trends• Changing contact Center trends• Best practices for adoptive Change

12:10 - 12:50 Interactive DiscussionAll 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

Panelist - Oke Eleazu, Francois Protopapa,Demit Yarkin, Tony Poter Topic of discussion - ‘In a digital world, what are the essential characteristics of a World Class Contact Centre’? - Technology has always been the heart of contact centres. As the pace continues to quicken, what are the essential capabilities, technological or not, to ensure that a contact centre gives it’s customers what they need?

12:50hrs Complimentary Lunch 14:00 - 14:45 Session 4 Our World of unlimited Interactions Richard Bennett, Chief Technical Officer icloud, United Kingdom• 5 Big trends that are driven by the

customer experience expectations• Understanding how to apply technology to

meet the evolved needs of users• What is the future of interactions• Who secures the data, customer protection• What is the nature of ephemeral customer

experience, how do we provision it• What is a “customer cloud”• How e-paltforms will evolve the way B2B,

B2C into H2H relationships• The journey towards commercial

propositions for unlimited interactions.

14:45 - 15:30 Session 5 Forget Multi Channel Strategies and focus on your people Oke Eleazu, Managing Director Think Outside In!

• Increasing focus on omni/multi channel strategies

• How to empowered, engaged and aligned your staff

15:30hrs Networking Tea & Coffee

16:05 - 16:50 Session 6 Delivering Customer Experience through Experience Modeling Demet Yarkin, Group Mngr CC Channel Experience an Planning&Productivity Global Bilgi, Turkcell• Winning People, winning experience• Service segmentation• Competing in Quality

16:50 - 17:10 Session 7 Insight Session ITony Porter, Vice President, PSS HelpAs a special treat for delegates we havearranged a case study “How to save moneyon Support” by Tony Porter VP of PSS Helpone of the leading Support Organizationsin the world.

17:10 - 17:30 Session 7 Insight Session II “Next Generation Cloud Communications, Collaboration and Customer Engagement’’ A surprise interactive demo on one of thelatest innovations in Call Centre Technology.The demo from Interactive Intelligence willshow a completely now approach to CallRouting planning.Jeroen Buis, Product Manager &Shahzad Ahmad - Director Sales Operations EMEA, Interactive Intelligence

17:30 hrs

Daily Wrap up Within the context of Value Creation, Q & A session Closing Remarks by Chairman - Oke Eleazu

17:50 hrs

Cocktail ReceptionAll attendees are welcome to join at thecomplimentary cocktail reception. An extended opportunity to network andbenchmark.

DAY 1 8.45 Registration / Check-in and Morning Coffee and Tea

ECCCI Summit, Barcelona, Spain / 26th– 27th November 2014

Two Days Conferencewww.kp-morgan.com / info@kp-morgan.com

9.00 Introduction and general flow by chairman Opening Remarks - Oke Eleazu

9:15 - 10:00 Session 8 Key trends in Contact Centre industry.Fredrik Lemming, Director Solution Sales,Enterprise SolutionsTelia Sonera

• General Communication trends.• Best Practices• Business Cases• Contact Centre trends in Nordic• Contact Centre trends in Nordic

10:00 - 10:45 Session 9 How to reduce the cost of your Call Centreand increase value of each call.Steve Cahill,Country Manager Spain,General Manager & Vice President SSCBarcelona, Colt Technology Services

• The danger of blind cost-cutting• The hidden sales potential of a Contact

Center• The ways to reach cost excellence

10:45hrs Networking Tea & Coffee With bakery delights

11:15 - 12:00 Session 10 Key Trends in Customer Management-Carmen Lopez Suevos Hernandez, Head of Consumer Services.Vodafone

• Increasing Call Centre Effectiveness with First Call Resolution

• Sales In Service• Learn from dis satisfied customer• Use VOC to improve your CE

and save money

12:00 - 12:20 Case Study: Big Data, fact or fiction? Big Data is one of the most discussed topics in organisations around the world. However, is anyone really doing it, and if so, how is it influencing the Contact Centre world? Richard Bennett

12:20 - 13:00 Interactive DiscussionAll attendees will have an opportunity to get interact directly with the members of the panel to widen the discussion to a discussion of the most interesting topics addressed during the conference so far.

Group panel discussion by Oke Eleazu, Ozge Teklap, Silvana Buljan, Fredrik Lemming, Steve Cahill

Topic of discussion - ‘How to use customer feedback to improveyour organisation?’ - Most organisations now accept that it’s important to collect customer feedback, but where do you go from there. How can this feedback be used to improve both individuals performance, and also how the organisation operates.

13:00hrs Complimentary Lunch 14:00 - 14:35 Session 11 IVR & visual IVR and how to save money and improve Customer Experience Javier Noguera, Head of Customer Support, Vodafone

• Best practices• Call deflection

14:35 - 15:25 Session 12 “Customer Centric Talent Management as Driver of CE” Silvana Buljan, Managing Director Buljan & Partners Inigo Arribalzaga, General Manager Customer Services, Arvato Bertelsmann

• CE & Emotions• Emotional Engagement• Employee Engagement• Employee as Experience Creator• “Experience creators - customer centric

talent”

15:25hrs Networking Tea & Coffee

15:45 - 16:20 Session 13 Special Insight Session: Demonstration a number of examples like how organisations are using consumer technology to engage customers organized by

Rupesh Raikundalia and Morris Pentel

16:20

Two day wrap up & final take away- Open Round Table Discussion to summarize the information learned throughout the 2 days conference to raise final questions and comments.

Suggested Topics -• The second coming of CRM: will it really

make a difference? - there appears to be hundreds of CRM projects being delivered at the moment. Are there any examples of where they are making a real difference?

• Best Practices in Contact Centre world

17:00 hrs

Closing remarks by Chair

DAY 2 8.45 Registration / Check-in and Morning Coffee and Tea

ECCCI Summit, Barcelona, Spain / 26th– 27th November 2014

Two Days Conference Topics at a GlanceProposed topics / Workshops, key presentations, panel discussions, round table discussions, case studies, and debates on the topics:

www.kp-morgan.com / info@kp-morgan.com Two Days Conference

A word from Chair by by Oke Eleazu Managing Director, Think Outside In.

The world continues to change at break neck speed, meaning there is no longer ‘the norm’ and standing still, in reality, means going backwards! Customers have never been so powerful, both in terms of having a voice and the multitude of purchasing opportunities and channels they have. This new ‘digital’ world means that customer expectation is constantly shifting, therefore there has never been a more important time to understand what ‘good looks like’. Our aim is to help with the understanding and sharing of best practice in all aspects of Contact Centre & Customer Interaction Management. This is essential to the long term success of every organisation.

Renaissance Barcelona Fira Hotel Barcelona SpainPlaza Europa, 50 - 52 08902 L´Hospitalet de Llobregat Barcelona Phone number: +34 93 261 8000

A rewarding opportunity to visit Barcelona, Spain

Barcelona is the capital of Catalonia and the second largest city in Spain, after Madrid. Barcelona, more than just a single city, is really a collection of multi-faceted and diverse cities. The visitor unfamiliar with its history might be surprised that such a modern and enterprising city preserves its historic Gothic center almost intact, or by the curious contrast between the maze of narrow streets and the grid-like layout of the Example, the urban planning “Enlargement” project of the end of the 19th century.

Be a part of the notable thought leaders and challenging executives who are perfecting the practice in Contact Centres, and bring the new ideas back to your organisation. Join our successful summit, raise your challenges, and exchange your experience with the top experts from the industry.

SECTION 1: Future of Contact Centre - Where we are going ?

Creative, Out of the Box Examples• New and hot trends in Contact

Centre Management• Future of contact centers, where

you will be in 3 years and how you do get there!

• Challenges & new trends in Call Centre industry

Customer Journey Framework• Mapping Customer Journey-

different perspectives • How CEM does helps your

business

Inspirational• Mobile Applications & How

to make it Big – Key Learning perspectives of a Mobile Operator

• Let’s learn from our mistakes, evaluation of Contact Centre strategies from past years with real case studies & examples.

SECTION 2: Cost Excellence and Sales Power

Approach• The danger of blind cost-cutting • The hidden sales potential of a

Contact Center • The ways to reach cost

excellence • The P&L as the watchdog

for sustainable potential development

• Best practices & Real case studies will tell us how to reduce the cost of our call centres & make them more productive.

• Service to Sales – the contact center approach

Employee Engagement • Adopt the CEM mindset• truly understanding the

customer’s perspective• Employee Engagement- Role of

middle management

SECTION 3: Deliver the best CE through Contact Centres - CE officers and Contact Centre agents i the Customer Experience Management era• What your customer hates most

about Call Centre?• Customer Insight.

• Customer Satisfaction.• Voice of Customers - different

ways to get VOC & how to use it to improve your whole organization.

• Moment of truths.• Myths about key drivers of CSAT

& NPS Voice of Customer• Different ways to get VOC and

how to use it to improve your whole organization.

• The holistic approach. • Myths about key drivers of CSAT

& NPS

Section 4: Contact Centre Strategies• How to create a strategy for the

complete contact centre• Contact center strategy

development• Contact centre staff: How to

tackle attrition in two steps• Operational cost reduction • Customer Satisfaction • Applications & New

Technologies• Cloud-based contact centres:

Pros, cons and practical advice

Section 5: Customer-centricity • Hurdles to being customer-

centric • Engage with customers, partners,

and employees to drive greater productivity, efficiency, and innovation

Section 6: Multi-Channel Experiences• Customer Resolutions • Best tips for call quality

monitoring • IVR & visual IVR and how to save

money and improve customer experience

• Social Media Dashboard – What’s important

• How to manage multi-channel contacts

• Incorporate VOC in Quality Assurance Process

• Are you really measuring the right things? A look at the latest Best practice in customer insights.

• Understanding best practice in customer journey mapping?

• How do you understand and respond to customer emotion?

You should not miss this annual opportunity if you are Vice Presidents, Directors, Heads, Senior Manager, Leaders and Executives from

Contact Centres, Customer Services, Call Centres, CEM, Customer Interaction and Customer Management, Customer Care and Service Quality, Quality Assurance, Social Media, Voice Solutions, Mobile and eCare, ECapabilities, Digital Experience and Selfcare, Alternative and Cross Sales Channel Management

Got a question?

Contact Mr Manish KailkhuraManish.kailkhura@kp-morgan.comTelephone: 00421 917 567 241www.kp-morgan.com