Our Speakers

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
Valentina CESANI Photo Rail Europe Logo

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
Kristina Judina Photo Elisa Eesti AS Logo

Liam Mulholland


Service Delivery Director

Company Culture & Employee Engagement: Who cares??

  • What is culture?
  • What is your company culture and should you care?
  • The employees view and do they care?
  • Do customers care?
  • Can culture and engagement make a difference?
Liam Mulholland Photo Fibrus Logo

Eifion Lloyd


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
Eifion Lloyd Photo Openreach Logo

Adam Nowak

Electrolux Group

Global CRM & Loyalty Director

Brand communities driving Loyalty, Retention & Advocacy – How to transform your loyal customers to brand advocates

  • Unveiling how exceptional brands retain their customers and build loyalty
  • Driving Customer Loyalty and Top-line revenue through Gamification
  • Using Social Media to improve brand perception and shape the Customer experience
Adam Nowak Photo Electrolux Group Logo

Shiva Singh


Senior Program Manager

Contact center innovation: The next wave of engagement

  • Propelling the next generation of Contact Centers – Data driven & predictive
  • Adapting cloud based Contact Centre Technology
  • Embracing the “Internet of Things” to revolutionize Customer service
  • Creating Contact Centers for a Complex World using the digital technologies – Automation, AI, Machine Learning
Shiva Singh  Photo Amazon Logo
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!