International

Customer Experience

Conference 2016

  • 8:00-9:00 Registration, Morning Coffee
  • 9:00-18:30 Conference: Lectures, Roundtable Discussion and Workshops
  • 18:30-19:00 Best CX Project Award Ceremony
  • 19:00-22:00 Gala Dinner with Live Smooth Jazz

Program

Welcome Address from Conference Chair Csaba Szabó, CEO Develor Hungary
Voice of Customers: The Learnings of the 2nd International CEX Survey Zsolt Pozvai, Global CEO Develor International Hungary
Digital Customer Engagement Matt Bateson, Customer Experience Strategy Director Oracle United Kingdom
Customer Experience in Telecom – Best Practice Sharing I.

  • How to create excellent CX in a new channel
  • Delivering fairness
Balázs Haász, Head of E-service Contact Center
Igor Toth, Marketing Director
Magyar Telekom
O2 Slovakia
Hungary
Slovakia
Break
Customer Experience in Telecom – Best Practice Sharing II.

  • The Outside-in Approach: UPC Building A Customer-Centric Company Culture
  • Connectivity: State-of-art User Experience
Magnus Ternsjö, CEO
Anna Mikhaelian, Head of Customer Experience Department
Anastasia Novak, Head of Customer Lifecycle Process Development
UPC
Volia
Hungary
Ukraine
Telecom Roundtable Discussion Balázs Haász
Igor Toth
Magnus Ternsjö
Anna Mikhaelian
Magyar Telekom
O2 Slovakia
UPC
Volia
Hungary
Slovakia
Hungary
Ukraine
Lunch
The Wow Factor of Pure 1to1 Marketing & OnLife Marketing Rafi Albo, CEO Segmarketing Israel
New Ways of Banking Martin Navratil, CEO
Milana Ognjenović, Marketing Strategy Manager
Telenor Banka Serbia
Breaking down the silo – Thinking CX holistically Lois Hagmueller, Creative Director
Franz Harmer, CEO, Founder
ThirtySeventy Slovakia
Break
Keynote Speech – Imagine the future: Differentiation in Retail Felix A. Tena, Chief Executive Front Officer Imaginarium Spain
Hands-on tools to make your corporation CX driven Károly Tresó, Head of Service Design & Innovation Isobar Budapest Hungary
From Vision to Action: Customer Journey Design in Practice Martin Kunc, Managing Director Develor UAE
Workshops:
How to Design a Leadership Operational Model Martin Kunc, Managing Director Develor UAE
Make Emotions Measurable in the Customer Journey Gábor Duránszkai, CEO Momentor Hungary
Hands-on tools to become a CX hero in your corporation Service Design & Innovation team Isobar Budapest Hungary
How to Make Employee Engagement the Base of a CX Culture Csaba Szabó, CEO Develor Hungary
Break
Award Ceremony: Best CEX Project Award 2016 Zsolt Pozvai, Global CEO Develor International Hungary
Gala Dinner Zoltán Árvai, General Manager Hilton Budapest Hungary
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