PRONOVEA

CONTACT CENTRE
WORLD SUMMIT

28 – 29 September 2022
VIENNA | ONLINE

topic highlights

  • Customer Care organizations – moving from crisis management to recovery
  • Transforming your Contact centre into a Sales Centre of Excellence (CoE)
  • Artificial Intelligence, Robotic Process Automation & Analytics – Tech based breakthroughs in Contact Centres
  • Predicting customer behaviour with AI to handle customer expectations more effectively
  • Technology & Innovation : Building the super human agent
  • How Cloud based contact centres can replace traditional contact centres?
  • How to enhance agents’ satisfaction and increase their feedback in turbulent times
  • Adoption of digital self-service approaches in Contact centres – Mobile / Web apps , Chatbots, IVR systems, NLP, Real time coaching, AR/VR
  • Linking Voice-of-Employee to Voice-of-Customer
  • Future of contact centre outsourcing

NETWORK WITH

GMs, C-level, Senior Vice Presidents, Directors, Heads of departments and experts from any industry who is responsible for and involved in:

speakers include

Fredrik Lemming

Sales Director

Renzo Urzua

Global Contact Centre Management Training & Design Lead

Daniel Corker

General Manager, Customer Service

BPER bamca
maurice

Maurice Lisi

Head of Direct Channels

Duarte Garrido

Head of Social Media

THE VENUE

VENUE: VIENNA MARRIOT HOTEL

UNIQUE THINGS TO DO IN VIENNA​

Experience one of the world’s foremost museums! Let yourself be enchanted by works spanning five millennia, from Ancient Egypt to the modern era. Experience unique major works by Dürer, Raphael, Titian and Velázquez as well as the world’s largest collection of Bruegel paintings, all in a magnificent setting.

Many of the objects in the museum reflect Austria’s contributions to the development of modern technology. Multimedia shows and interactive experiments illustrate the dependence on technology in our daily life.

Discover the fascinating era of “VIENNA 1900” in the grand museum building on Vienna’s Ringstraße with art nouveau masterpieces of the Wiener Werkstätte by Gustav Klimt, Josef Hoffmann, or Koloman Moser. Inaugurated in 1871, the building by Heinrich von Ferstel is one of the grandest works of architecture on Vienna’s Ringstraße.

Request Full Agenda

At Pronovea we focus on delivering industry leading business conferences for our clients. Drawing on more than 20+ years of industry experience, we bring together the leading experts to provide best-in-class knowledge sharing events.

About Us

We provide must-attend conferences for decision makers in various markets

Pronovea events are the platform for professionals and businesses to connect, learn and maintain their competitive edge

What We Do

• Produce must attend conferences – both online and in person

• Bring together market experts to enable professionals to learn about the latest advancements in their field

• Provide unique networking opportunities

• Enable our clients to remain informed of new technologies in their business.

Contact Us

Mariahilfer Strasse 123, 3rd Floor
1060 Vienna – Austria

Fredrik Lemming

Sales Director

Telia Company

Contact center trends and insights from the Nordics

  • The Nordics is the most digitalized region in Europe. How does this impact the customer engagement and what trends and insights can we learn from the northernly corner of Europe. This presentation will provide you with a mix of insights, customer cases and maybe even some muthbusting.

Renzo Urzua

Global Contact Centre Management Training & Design Lead

MasterCard

Future of contact centre outsourcing

  • Remote training in Pandemic times
  • Catering training to multiple languages
  • Taking into consideration cultural differences
  •  Global Legislation implication

Daniel Corker

General Manager, Customer Service

BT Openreach

Scope for future, focusing on how we deliver world class customer experience in an ever evolving industry

⦁ Future Strategy
⦁ Delivering World Class CEX
⦁ Adapting to changing environments

Maurice Lisi

Head of Direct Channels

BPER: Banca

The retail banking digital transformation

  • Banking Business and the impact fintech had on it
  • How strategically fintech will make the next steps
    from the popularity to the profitability
  • What does the future bring for the incumbents in
    terms of customers?
  • The right distribution model to ride the digital
    revolution

Duarte Garrido

Head of Social Media

Coca-Cola HBC

The Value of Values: How to leverage digital marketing to remain relevant

  • Brands are facing a fight for relevance. As Gen Z become key stakeholders, consumers, and workers, it is vital for companies to go beyond purpose, find their values, and profit will follow.
  • As society witnesses a crisis of trust in key public institutions, companies and C-Suite executives will be forced to step up and compensate the shortcomings of governments and NGOs. To do that, they must not just take ESG seriously, but treat it as their bottom line.
  • To do that, they need to harness the power of digital marketing. Gone are the days of big ad spends on mass media. Today, brands need to build communities of trust, through organic listening and engaging with their customers, employees, and shareholders.
  • At the heart of this change of focus is social media. No longer the next big thing, social media should now be ingrained in a company’s culture and cross functional across its organization. It’s time to rethink how to use it.