Customer Experience

Conference 2015


8:00 – 9:00 Arrival, Registration, Networking
9:00 – 9:15 Conference Opening & Welcome Csaba SZABÓ, CEO
9:15 – 9:45 Learnings of the International CX Study
– Regional CX Trends and Turning Points from the Residential and Corporate Survey
DEVELOR International
9:45 – 10:10 International CX Trends Ina NEGOITA, Marketing Director and Head of Business Transformation
Provident Financial Romania
10:10 – 10:30 The Science of Customer Experience
Utilising new methods and research techniques that tap into objective evidence from psychology, physiology, behavioural economics and neuroscience
Chief Experience Officer
Experience Insight
10:30 – 10:50 NPS+, the emotional aspects of Customer Experience
– CX Process reengineering by boometric measurement in service industry
Gábor DURÁNSZKAI, Managing Director
Momentor Research
10:50 – 11:20 Coffee Break and Networking
11:20 – 11:45 Big Data and Personalization in the Focus András SZŐCS, Customer Experience Manager
11:45 – 12:10 User Experience: a critical part of your CX strategy
– The importance of a clear UX strategy, tales from our practice and the connection between CX and UX.
Tamás LICHTER, Managing Director
12:10 – 12:45 Memetics
– a brand new method to discover true CX
Zoltán BRANDT, Managing Partner
12:45 – 14:00 Lunch Experience
14:00 – 14:25 The Ford Consumer Experience Movement Journey
– How to create engaged customers through engaged employees. Our people create Love
Riccardo MAGNANI, Dealer & Consumer Experience Manager
14:25 – 14:50 Governance Model to Drive Customer Loyalty
– GM boosts Front-Office mindset and behaviour
ETISALAT & Martin KUNC, Managing Director
DEVELOR Middle-East
14:50 – 15:10 CX Approach in the Insurance Business in CE- From process oriented to customer oriented organization Miroslav SOVJAK
Director of Contact Center – Ceska pojišťovna
15:10 – 15:40 Coffee Break and Networking
15:40 – 16:20 Banking Customer Experience Case Studies

– Moments of Truth, consistency in RBI

– Customer Centricity

Georgiana GRIGORE, Head of Customer Experience – Raiffeisen Bank International
Peter ROEBBEN, Member of the Executive Committee – K&H (KBC Bank)
16:20 – 17:00 Banking Roundtable Discussion about hot CX topics Georgiana GRIGORE
17:00 – 18:00 CX best practice sharing workshops:
Mobile solutions / CX research / Contact Centers / Culture and Human aspects
18:00 – 18:30 Award Ceremony of ’Best CX Project 2014′ AWARD jury members
18:30 – 21:00 Gala Dinner (with live jazz music)
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