positive surprise? - bbm.pl · uk ambassador for the customer experience professionals association...

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


10:40 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


11:20 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


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)


14:40 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


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


14:50 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


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


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


11:20 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


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


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


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.


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: 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


ABOUT THE SUMMITPaulina Pyc

Project Managertel. 12 350 54 02


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


2995 zł(+ 23% VAT)

if registering 1 person from the company


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

positive surprise? - bbm.pl · uk ambassador for the customer experience professionals association...

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