Valentina CESANI
Rail Europe
Chief Operating Officer
From cost factory to profit center: the contact center journey of Rail Europe
- Customer Service and Self Help models: not mutually exclusive. How to fostering a culture of continuous learning, innovation, and empowerment
- Integrating Customer Centricity and Employee Centricity in a digital age: AI, Automation and employee experience drive the shift from cost reduction to value creation
- Empowering Employees and Customers with Hybrid Support: enhancing employee satisfaction, productivity and retention while boosting proactive customer engagement, independence and personalized experiences
Kristina Judina
Elisa Eesti AS
Head of Customer Unit
Artificial intelligence in the Customer Service - a world of possibilities
- Implementing AI and automation in contact centres for improved customer experiences and frontline life
- Customer service – the biggest potential for the growth
- On boarding process and lifelong learning in customer service
Eifion Lloyd
Openreach
Senior Manager, Customer Service Strategy
Reducing customer effort through a proactive service strategy
- Digital first contact strategy
- Voice of the Customer - find & fix
- Insight led customer experience strategy
- Effort reduction driving capacity creation and positive business outcomes
Károly Stöwer-Pál
eBay
Head of Global Quality and Coaching
eBay's Global Service Standards Transformation- Unlocking GCX' Human Potential, supercharged by AI
- Embracing standardisation and automation as pillars of future customer service excellence
- Establishing service standards as a foundational element driving multi-year transformation efforts across the contact centre
- Unlocking human potential by transitioning from traditional methods to AI-driven approaches
David Prieto
AI Solution Lead EMEA
AI-Powered Customer Experience: The Future is Now
- Forget the hype, AI is already revolutionizing customer experience. In this keynote, we cut through the noise and showcase tangible examples of:
- How AI is personalizing interactions, predicting customer needs, and delivering exceptional service at scale?
- Learn how leading businesses are harnessing AI to foster deeper relationships, drive loyalty, and unlock unprecedented growth.
- The future of CX isn't coming, it's here. And it's powered by AI.
Amit Vats
ING
Strategy & Transformation Lead - Retail Business Banking
Elevating contact center as a sparring partner to business sales and service
- Devising a need-based sales and service model, segregating customer needs and segmenting customers
- Leverage phygital sales & service model with a strong digital foundation and event-driven remote/ f2f advice, ensuring a right omnichannel experience
- Enable self-service for simple needs of customers and event-driven assistance by contact center and remote teams
- Build F2F relationships where it adds most value, by helping Relationship Managers free up time to build these relationships
- Orchestration of customer requests volume towards optimized channels leveraging automation, routing, chatbots, virtual assistants, and remote advice, and optimize customer journeys and drive engagement with personalization
- Improving the employee experience with the right technology in contact centers to eventually deliver superior customer experience
Corinna Ludwig
Lead, Customer Engineer
AI-Powered Customer Experience: The Future is Now
- Forget the hype, AI is already revolutionizing customer experience. In this keynote, we cut through the noise and showcase tangible examples of:
- How AI is personalizing interactions, predicting customer needs, and delivering exceptional service at scale?
- Learn how leading businesses are harnessing AI to foster deeper relationships, drive loyalty, and unlock unprecedented growth.
- The future of CX isn't coming, it's here. And it's powered by AI.
Explore how customer service works with the fusion of AI, Robotics, ML, AR/VR, and predictive analytics, crafting unforgettable experiences while preserving the human touch. In today's omnichannel world, contact centers lead the charge, meeting the demands of mobile-first consumers amidst the COVID-19 landscape. Network, benchmark, and be inspired by industry leaders as we pave the way for quality, standard, and efficient customer service. Don't miss this opportunity to stay ahead of the curve and elevate your brand to new heights!