International

Customer Experience

Conference 2016

Speakers

Balázs Haász

Head of E-service contact center – Magyar Telekom Nyrt.
Budapest, Hungary

Business Experience:

2014 – Head of E-service Contact Center, Magyar Telekom Nyrt.
2012 – 2014 Head of Mail Center, Magyar Telekom Nyrt.
2006 – 2012 Call Center Head of Unit, Magyar Telekom Nyrt.

Igor Toth

Marketing Director, O2 Slovakia
Bratislava, Slovakia

Igor is running Marketing for O2 Slovakia with full P&L accountability for both Consumer and SOHO/SME segment. Before he was leading the acquisition & retention marketing activities and customer insight area. The company successfully entered Slovak market in 2007 and quickly became a relevant player. He undertook a secondment as a Customer experience analyst at Telefónica Europe centre in the UK. He is also an external lecturer at the Faculty of Management, Comenius University in Bratislava and a PhD graduate.

Business Experience:

2015 – Marketing Director, O2 Slovakia
2013 – 2015 Commercial Marketing Director for Consumer, O2 Slovakia
2011 – Customer Experience Analyst, Telefónica Europe

Martin Navratil

President of the Executive Board – Telenor Bank
Belgrade, Serbia

Watch a video.

Business Experience:

2013 – President of the Executive Board – Telenor Banka
2010 – 2013 Financial Services Director – Telenor Serbia
2010 – 2012 Executive Director for Finance and Risk, and Executive Board Member – KBC Bank
2010 – 2012 Regional Audit Coordinator for CE – KBC Group

Gábor Duránszkai

Managing Director – Momentor Research&Consulting
Budapest, Hungary

Business Experience:

2015 – Professor – International Business School
2014 – Managing director – Momentor Research&Consulting
2011 – 2013 Managing director – TNS Hoffmann
2002 – 2011 Managing director – TNS Hungary
1997 – 2001 Research director – TNS Modus

Magnus Ternsjö

CEO – UPC Hungary
Budapest, Hungary

With more than 2 decades of experience in telecommunication, in November 2015 Magnus Ternsjö was appointed as the CEO of UPC Hungary, a subsidiary of Liberty Global, the largest international cable company with operations in 14 countries. Before coming to UPC Hungary, Magnus was based in Ireland, also as CEO of the local Liberty Global Business, where he introduced substantial outsourcing, started mobile and rebranded it to Virgin Media Ireland. His telecom experience covers various management roles across several countries in the European PayTV industry. He holds a Master of Science Degree in Industrial Engineering and Management and he has lived for longer time in 6 different European countries.

Martin Kunc

Managing Director – Develor Middle-East
Dubai, United Arab Emirates

Customer Experience Driver, Marketer, Leader of CEX Business Unit, Experience CEX developer and trainer.

Business Experience:

2013 – Managing Director – DEVELOR Middle East
2006 – 2013 Managing Director – DEVELOR Slovakia
2003 – 2006 Trainer and Consultant – DEVELOR Czech
2000 – 2003 Customer Marketing / Sales Central Europe South – Procter & Gamble
1998 – 2000 Customer Marketing / Sales Czech & Slovak Republic – Procter & Gamble

Milana Ognjenovic

Marketing Strategy Manager – TELENOR BANKA
BELGRADE, SERBIA

Having strategy, marketing strategy, customer experience and P&L under her supervision, Milana holds a critical role in current performance and future development of Telenor banka. Identifying customer segments, understanding needs and creating CEX strategies she actively advocates for “customer-first” approach. Having been in Telenor banka from very beginning, as a Customer Experience Manager, she was leading first Service Design project in Telenor Group. She had a critical role in driving the team and supporting the organization through transformation period of launching Telenor banka.

Felix A. Tena

CHIEF EXECUTIVE FRONT OFFICER – IMAGINARIUM
Zaragoza, Spain

CEFO, to build a brand you love and an organization that serves you better. Head of the worldwide retail structure and all sales channels (incl. web), as well as Marketing Department and Market Implementation Team. Licentiate degree in BA & Master’s degree in Business Leadership at ESADE, Barcelona.
In love with life & its possibilities. Active challenge seeker. Pro-Imaginarium Activist. But, above all, human.

Business Experience:

Feb 2015 – Chief Executive Front Officer – Imaginarium – Zaragoza, Spain
2012 – 2015 5 Seas and Asia Pacific Regional Director – Imaginarium – Istanbul, Turkey
2008 – 2012 Iberian ABM for Fragrances & Oral B – Procter & Gamble – Madrid, Spain
2004 – 2006 Assistant, Sales Expert, Market Analyst & Strategy Analyst in Hape International, Imaginarium & Node. Always as part time during my time at ESADE

Anna Mikhaelian

Head of Customer Experience – Volia
Kyiv, Ukraine

Experienced manager (from 2000 in Telco) with strategic vision, management skills and practical experience in marketing, communications, public relations, product and project management, customer care and customer experience management with proven track of success.

Business Experience:

2011 – Head of Customer Experience – Volia
2012 – 2014 Head of PR – Volia
2008 – 2010 Product Manager (TV), Marketing Department – Volia
2007 – 2008 Project Manager/Head of NPD (commercial) – Adamant LLC
2003 – 2007 Head of Marketing – Adamant LLC

Anastasia Novak

Head of Customer Lifecycle Process Development – VOLIA
Kyiv, Ukraine

Anastasia is leading Customer Processes in Volia, covering service channels development, quality management and analytics. With 10 years of experience in telecom she has strong expertise in product management, trade marketing, business processes optimization and a list of successful projects in marketing and customer care.

Károly Tresó

Head of Service Design & Innovation – Isobar Budapest
Budapest, Hungary

Designing businesses for the people and profit. Enthusiastic about creating anything new that disrupts, let it be a service, a team or any other way of partnership between people. Working by combining business and design thinking. Able to deliver radically new solutions that actually work.

Rafi Albo

Owner – Segmarketing
Tel Aviv, Israel

SEGMARKETING is specialized in Big Data Marketing & Customer Specific marketing for lifestyle & Fashion & B2C brands, all around the world. The company provides vast experience in Customer Retail Marketing in various retail sectors, Off & On Line.
Rafi is a very social, ambitious and creative professional. He is always searching for new and original paths to optimize his (clients) objectives. Not just in thoughts, but very much in deeds. He is also very much interested in other peoples opinions which he uses to explore new ideas. In short, a great consultant and a remarkable, charismatic speaker.
Watch a video.

Matt Bateson

Customer Experience Strategy Director – Oracle
London, United Kingdom

Matt is a customer oriented business leader with a passion for innovation. He thrives when designing experiences that create value for customers.

Having had the pleasure of leading large teams (300+), he particularly enjoys seeing people reaching their full potential and become the best at what they do.

Watch a video.

Zsolt Pozvai

CEO – Develor International
Budapest, Hungary

International network builder with solid experience in business services and with full commitment to business ethics and human leadership. Experienced trainer, lecturer and consultant.
Economist, HBS alumni, certified Kirkpatrick consultant, Excel outdoor trainer and Team Sociomapping expert.

Business Experience:

2011 – CEO – Develor International Ltd.
2003 – 2010 CEO – Develor Consulting Inc.
1999 – 2003 Managing Director – Door Training Central Europe
1997 – 1999 Chief Operation Officer – Hat Advertising

Csaba Szabó

CEO – Develor Hungary
Budapest, Hungary

Senior HR consultant, trainer and coach with broad experience in several functions in banking: Human Resources, Product Management, Sales and Risk Management.

Business Experience:

2011 – CEO – Develor Hungary
2008 – 2011 Service Development Director – Outcome Hungary
2006 – 2008 Vice President, Consumer Lending – Citibank Hungary
2004 – 2006 Unsecured Leader – GE Money
2002 – 2004 Product Management Leader – GE Money
2000 – 2002 Strategic Planning Manager – GE Money

Franz Harmer

CEO – Thirtyseventy Digital
Bratislava, Slovakia

Franz is founding partner and CEO of Thirtyseventy Digital. The agency helps multinational brands deliver innovative digital experience, exploring the border between physical and digital worlds.

Lois Hagmüller

Creative Director – Thirty Seventy Group
Bratislava, Slovakia

Lois is a valuable member of THIRTYSEVENTY’s international team, leading its Creative department.
Lois’s extensive experience in Architecture, interior & Product design as well as understanding of how brands should be communicated through design and space build one of the key pillars of THIRTYSEVENTY’s conceptual work.
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