International

Customer Experience

Conference 2015

Program

8:00 – 9:00 Arrival, Registration, Networking
9:00 – 9:15 Conference Opening & Welcome Csaba SZABÓ, CEO
DEVELOR Hungary
9:15 – 9:45 Learnings of the International CX Study
– Regional CX Trends and Turning Points from the Residential and Corporate Survey
Zsolt POZVAI, CEO
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
Tim ROUTLEDGE,
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
TESCO
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
Testbirds
12:10 – 12:45 Memetics
– a brand new method to discover true CX
Zoltán BRANDT, Managing Partner
DARWIN’S
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
FORD
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
Angelika BENKŐ-REDL
Peter ROEBBEN
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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