meeting new expectations - strona główna · bank zachodni wbk dorota boguta relationship manager...

27-28 Apr i l 20 1 6 / Warsaw / Hote l Cour tyard by Marr iot t

This year’s Customer Contact Management Forum is the seventh opportunity to meet in the unique company of practitioners responsible for continuous providing top-notch customer service and participate in sharing experiences, best practices and inspirations.

Improving the quality of customer service in all contact points and channels and ensuring positive customer experience for an even greater customer satisfaction and creating the WOW! effect as often as possible.

ABOUT THE FORUM OBJECTIVE

www.forum-ccms.comORGANISER PARTNERS

CUSTOMER CONTACT MANAGEMENT SUMMITM E E T I N G N E W E X P E C T A T I O N S

THE FORUM’S INSPIRERS

ANDRZEJ SZCZEPANIAKBusiness Relations ExpertBANK ZACHODNI WBK

DOROTA BOGUTA Relationship ManagerLINKEDIN CORPORATION

TOMASZ BURAŚPresident of the BoardDHL EXPRESS (POLAND)

STEFAN OSTHAUSManaging Director EXPERIENCE5

MARZENA BIERNAT Contact Center ManagerAVON COSMETICS POLAND

MARTA WOJEWNIK International Customer Service DirectorDHL EXPRESS (POLAND)

ELA BANU Head of Advisory Contact CentresING BANK ROMANIA

ANNA WIECZOREKQuality and Sales Support ManagereSKY.pl

KASIA KUGAUDOCommunity Operations ManagerUBER

ALPER ALTENCustomer Operations Planning and Quality Management Senior Manager VODAFONE TURKEY

MAŁGORZATA MĘŻYŃSKAQuality Management DirectorORANGE

MIHAELA PREDICAHead of Buisness AreaING BANK ROMANIA

RAFAŁ DYWAN PZU Group Contact Center DirectorPZU

MAŁGORZATA GŁOWACKACustomer Service Senior Manager AVON COSMETICS

AGATA SYREK-PALCZEWSKAPZU Group Contact Center Processes DirectorPZU

DOROTA CHMURSKACross-Sell TeamLeaderBANK POCZTOWY

www.forum-ccms.com/prelegenci

THE FORUM’S INSPIRERS

MORE ABOUT THE INSPIRERS

ANDRZEJ SZCZEPANIAKBusiness Relations ExpertBANK ZACHODNI WBK

ADAM PNIOKCustomer Service Regional DirectorNESTLE WATERS DIRECT

DOMINIK TOWAREKCustomer Support Centre ManagerIKEA RETAIL

URSZULA BALLAN-GRABOWSKAHead of Development Projects, Department of Human Resources ManagementRAIFFEISEN BANK POLSKA

PAWEŁ JARECKIExecutive Director of Quality Assurance and After-Sales Service PKP INTERCITY

MARZENA BIERNAT Contact Center ManagerAVON COSMETICS POLAND

MIROSŁAW MIKŁOSStrategy Department Customer Experience CounselorCITI HANDLOWY

MICHAŁ PIOTROWSKI Customer Service DirectorGETIN LEASING

TOMASZ BARTKOWICZ Remote Service Department Director ALIOR BANK

MACIEJ PIETRUCHATelephone Banking Centre DirectorBANK ZACHODNI WBK

ALPER ALTENCustomer Operations Planning and Quality Management Senior Manager VODAFONE TURKEY

SYLWIA KULESZASales and Remote Channels Service Department Deputy Director mBANK

MARLENA SKRZYDŁOWSKACustomer Service Department Director PGE OBRÓT

KATARZYNA KOWALSKAConsumer&Market Research SpecialistL’OREAL POLSKA

RAFAŁ DYWAN PZU Group Contact Center DirectorPZU

PROGRAMME OF THE FORUM day 1, 27 April 2016, Wednesday

PLENARY SESSION9.00 Registration and morning coffee

9.45 Officialopeningandanetworkingsession Katarzyna Czepiel, Project Manager, BLUE BUSINESS MEDIA Andrzej Szczepaniak, Business Relations Expert,

BANK ZACHODNI WBK Dorota Chmurska, Cross-Sell Team Leader,

BANK POCZTOWY

PRODUCE THE WOW EFFECT AND IMPROVE YOUR RESULTS!KEY ELEMENTS OF A UNIQUE CUSTOMER

EXPERIENCE STRATEGY

10.00 KEYNOTE: How to win in the Darwinism of Customer Experience

Stefan Osthaus, Managing Director, EXPERIENCE5• Why many CX programs stagnate after a promising

start? • Real life experience in rejuvenating stalling CX

initiatives • Winning champions by addressing some of the

most common blind spots in companies’ employee experience

10.25 Interactive Q&A session

10.35 Unique CX the key to success – Integrating activities and inside cooperation vs. the place of customer service department in the organisational strategy

DHL EXPRESS CASE STUDY Tomasz Buraś, President of the Board, DHL EXPRESS Marta Wojewnik, International Customer Service

Director, DHL EXPRESS• The place and structure of Customer Service in an

organisation and its strategy is vital to CX and the company’s success

• Marketsuccessbeginswithengagingthemanagement in building CX culture

• Each and every employee and subcontractor influencesCX


11.10 How to build a profitable and effective CX strategy in the omnichannel era – key elements determining higher financial results

Inspiration delivered by the Forum’s Partner – the speaker will be confirmed soon.

11.30 EXPERIENCE EXCHANGE SESSION: Cross-brand exchange of experiences in groups

Themorning speecheswill serveasour inspiration toexchangeviewsandopinionswith therepresentativesofvariousareasofbusiness.Thediscussionwillcentreonthequestionsposedbyourspeakers,whowillalsomoderate the experience exchange session. It is a perfect opportunity to ask questions to our speakers, establish relations with the other participants of ourmeetingandgettoknowtheirexperiences.

12.00 Networking coffee break

THE POWER OF EMOTIONS IN ALL POINTS OF CONTACT WITH THE CUSTOMER

12.20 A practical guideline to redefine your people culture for higher engagement in customer services

CASE STUDY VODAFONE TURKEY Alper Alten, Customer Operations Planning and Quality

Management Senior Manager, VODAFONE TURKEY• Listen: Heartbeat of operations, unspoken thoughts,

cultural motives• Understand: Key dynamics, Root Causes• Act: Invest to People, Creation of Soulbound


12.55 The power of emotions – empathy and engagement as the way to customer and employee satisfaction and higher revenues

CASE STUDY ING BANK ROMANIA Ela Banu, Head of Advisory Contact Center

ING BANK Romania Mihaela Predica, Head of Buisness Area

ING BANK Romania• Empathy:Theforcethatmovesbusinessforward• The culture: Getting the basics right• Howtostrengthenyourcompanyempathymuscle


13.30 EXPERIENCE EXCHANGE SESSION: Exchange of experiences in sectoral groups

Meetingpractitionersfromagivenbusinesssectorwillhelpusfindsolutionstotasksposedbythespeakersinparticularthematicareas,aswellastogettoknowtheexperiencesofotherrepresentativesofspecificfieldsofbusiness.Thesessionwillprovideuswithanotheropportunitytoaskquestionstoourspeakers,whoaregoing to supervise the experience exchange.

14.00 LUNCH

15.00 THEMATIC TABLES – first round

Meetings in smaller groups, offering the possibility to discuss the most important issues in the company of practitioners.Thesebrainstormingsessionswillallowus to jointly look for solutions in the areas that interest you themost. The participants of our Forumwill beabletochoosethesubjecttheywouldliketodiscuss.The number of places at each table is limited – they aregoingtobedistributedonafirstcomefirstservedbasis.

1. Closing the loop–hownottogetlostinthetorrent of information and effectively use customer data acquired in all points of contact

2. Voice of Customer – a full utilisation of feedback in the process of improving the quality of customer service

3. Manage energy, not time! - proven methods for increasing effectiveness and team motivation

4. Using social media in sales –aneffectivewaytogenerateadditionalprofit

15.55 Networking coffee break

16.15 THEMATIC TABLES – second round

17.10 Cocktail and networking: a perfect occasion to share experiences in a less formal atmosphere.

PROGRAMME OF THE FORUM day 2, 28 April 2016, Thursday

DEVELOPING CONTACT CHANNELS – A WAY TO IMPROVE EFFICIENCY

AND CC QUALITY11.30 Remote contact channels – how to make them profitable, where to save PZU CASE STUDY Agata Syrek-Palczewska, PZU Group Contact Center Processes Director, PZU Rafał Dywan, PZU Group Contact Center Director PZU

• ContactCenter–wheretoseekinspiration for reaching value measured in milliards

• Cuttingcosts–yes,buthowtodo it in order to simultaneously increase income

• Letter, e-mail – disappearing channels of communication or anexcellentsourceofprofit

• Telephone and customer experience–whatismostimportant for creating measurable value for the company


12.05 From a call center to a virtual branch – evolution in the telephone channel BZ WBK CASE STUDY Maciej Pietrucha, Telephone Banking Centre Director, BANK ZACHODNI WBK

• Call centre employee – a multichannel employee

• Anewlookoncallcentreprocesses – the virtual branch

• Callcentrewithoutbarriers


12.40 AHT, CSAT, FCR – relics of the past? How to develop new KPI with an effective analysis of data acquired from the customer in all points of contact Inspiration delivered by the Forum’sPartner–thespeakerwill beconfirmedsoon.

13.00 LUNCH

EFFECTIVENESS AND MEASURABILITY AS KEY INDICATORS IN CC

14.00 Managing effectiveness and quality in CC as one of the strategic elements for achieving goals and gaining competitive advantage

AVON COSMETICS CASE STUDY Małgorzata Głowacka, Customer

Service Senior Manager AVON COSMETICS

Marzena Biernat, Contact Center Manager, AVON COSMETICS• Reliable means of increasing

effectiveness• Fulfillingcustomerneedsvs.the

quality of service• Tools supporting employees in

maintaining both high quality and quantity


14.35 The top of the iceberg eSKY.pl CASE STUDY Anna Wieczorek, Quality and

Sales Support Manager, eSKY.pl• Call centre and the remaining

parts of the company – truth and myths

• Consultants’ feedback and the quality of customer service

• The role of a call centre seen in a broader perspective – its influenceonthecompany’simage


SERVICES TAILORED TO CUSTOMER NEEDS IN ALL POINTS OF CONTACT

11.30 Customer Experience in practice – how to manage the Customer’s experience effectively

PGE OBRÓT CASE STUDY Marlena Skrzydłowska, Customer

Service Department Director, PGE OBRÓT• Tools supporting creating and

managing positive customer experience

• Theinfluenceofcustomerexperience on their loyalty. Cultivatinggoodrelationswiththe Customer

• The quality of complaint and maintenance services as the key element of customer retention

• Strategies for after-sale services – good practices


12.05 Continuous Excellence – achieve your business goals by creating customer satisfaction

NESTLE WATERS CASE STUDY Adam Pniok, Customer Service

Regional Director, NESTLE WATERS DIRECT

• Cascading business objectives to the level of customer service teams

• Voice of the customer as an element stimulating the teams’ activities

• Employee involvement as the key to customer satisfaction


12.40 Omnichannel is not a must have! How to make the customer feel special with personalised communication

Inspiration delivered by the Forum’sPartner–thespeakerwillbeconfirmedsoon.

13.00 LUNCH

PERSONALISING ACTIVITIES ON THE BASIS OF CUSTOMER NEEDS ANALYSIS

14.00 Customer Revolution in the PKP Group

PKP INTERCITY CASE STUDY Paweł Jarecki, Executive Director

of Quality Assurance and After-Sales Service,

PKP INTERCITY• Optimising points of contact betweenthecustomerandthePKP Group

• Customer Satisfaction Patrols – everyday quality management

• Customer Support Centre – managing crisis situations 24/7

• From a helpline to the PKP Intercity Contact Centre


14.35 Omnichannel not for everyone? Touchpoint management as a means to effectively combine channels, depending on the customer needs

L’OREAL POLSKA CASE STUDY Katarzyna Kowalska, Consumer

& Market Insights Specialist, L’OREAL POLSKA• Managing touchpoints as an

opportunity to improve the effectiveness in all points of contactwiththeCustomer

• An increasing number of paid, ownandotherwiseacquiredtouchpointsandtheirinfluenceonpurchasing decisions

• Surveying customer needs and awarenessvs.anincreaseinthecompany’s income


OPERATIONAL EXCELLENCE SESSION CUSTOMER EXPERIENCE SESSIONPLENARY SESSION9.00 Registration and morning coffee

IN SEARCH OF THE HOLY GRAIL – HOW TO CREATE A UNIQUE CUSTOMER EXPERIENCE STRATEGY

9.30 Welcoming the guests of the Forum

9.35 We know all about our customers... What now? ORANGE CASE STUDY Małgorzata Mężyńska, Quality Management Director, ORANGE

zWeneedtoknowwherewearebeforeweplangetting to the summit – the art of arranging increasing amounts of information zWeneedtoknowwherewearegoingtobeabletoget there – CX strategy zReaching the summit is the true measure of success –howtomotivateemployeesbefore“displacement”


10.15 Let’s get inspired session: How we created the best CX

Ouroneofakind,interactive,inspiringsessionwillallowyoutogetaninsider’sviewofthebestCXstrategieson the Polish market. The dynamic PECHA KUCHA presentations guarantee condensed content, and the time for discussion allowed after the speeches willenableustogettoknowthemost interestingdetailsinvolved in achieving absolute mastery! Sharpen your senses, formulate the questions – surely you already havesome.Whowouldnotliketoknowthesecretsofthese companies’ popularity?

INSPIRERSKasia Kugaudo, Community Operations Manager, UBER Dorota Boguta, Relationship Manager, LINKEDINMoreinspirerstobeconfirmedsoon.

11.10 Networking coffee break and division into:

PARALLEL THEMATIC SESSIONS

www.forum-ccms.com/programUP-TO-DATE AGENDA

BUILDING POSITIVE EMPLOYEE EXPERIENCE – WINNING AMBASSADORS

11.30 Committed leaders create committed teams

RAIFFEISEN BANK CASE STUDY Urszula Ballan-Grabowska, Head of

Development Projects, Department of Human Resources Management, RAIFFEISEN BANK • The architecture of commitment: howtodesignuniqueemployeeexperience

• Tools for creating employee commitment

• DNA of a Leader: check and support


12.05 Happy employee = happy customer? Unique Customer Experience begins with unique Employee Experience

DOMOLINIA IKEA CASE STUDY Dominik Towarek, Customer

Support Centre Manager IKEA Retail

• We have Work Environment worthgettinguptoeveryday

• We have a mindset that every Customer contact is an adventure

• WegiveourCo-workersclearOwnershipandEmpowerment

• WefocusonCustomerfirstdelivering business as a result


12.40 Pro-corporation or pro-client? Who and how to recruit for the employee to have the will to find a way


13.00 LUNCH

WAYS OF INCREASING ENGAGEMENT AND DECREASING EMPLOYEE ROTATION

14.00 Engaging employees as the key to Customer Experience

CITI HANDLOWY CASE STUDY Mirosław Mikłos, Customer

Experience Counselor, CITI HANDLOWY• CustomerExperienceAwareness

as the key to success• Inspiringcommunication–howandwhy

• Developing Customer and Employee Experience in an organisation


14.35 Remuneration scheme and fringe benefits as a way to motivate CC employees and decrease rotation

GETIN LEASING CASE STUDY Michał Piotrowski, Customer

Service Director, GETIN LEASING• Motivators and demotivators in

CC • The assumptions behind changes

in the remuneration scheme – conditionsofawell-implementedchange

• Elements building motivation and a pro-client approach


OPTIMISING CONTACT CHANNELS – HOW TO INCREASE SALES RESULTS

11.30 Creating value in direct marketing campaigns

mBank CASE STUDY Sylwia Kulesza, Sales and Remote

Channels Service Department Deputy Director, mBank• From a service centre to the

omnichannel centre strategy• The challenges and opportunities

for sales in direct channels environment

• Mechanisms of distributing contacts to outside suppliers


12.05 Helpline – effective sales support? ALIOR BANK CASE STUDY Tomasz Bartkowicz, Remote

Service Department Director, ALIOR BANK• The sales potential of a helpline• Organising sales support• The results of sales activities –

effectiveness analysis


12.40 Higher effectiveness, lower costs – effective models of optimising sales in a contact center


13.00 LUNCH

HOW TO MAKE SALES MORE PROFITABLE BY LISTENING

TO THE CLIENT14.00 Using social media in sales –

a cheap way of generating additional profit

CASE STUDY Thespeakerwillbeconfirmed

soon.


14.35 Building customer loyalty as a way to use x-sell and up-sell effectively

Anna Dmochowska, Sales Manager Visual Communication, ANTALIS


EMPLOYEE EXPERIENCE SESSION SALES EXCELLENCE SESSION

15.10 EXPERIENCE EXCHANGE SESSION: Interactive discussion groups summing up the sessions

Aftertwodaysfullofinspiringmeetingswewillsummarize theeffectsofourworkandset up ambitious professional goals for the future. The sessionwillbeledbyourspeakers,whoaregoingtoanswertheparticipants’additional questions.

15.50 CONCLUSION, HANDING OUT CERTIFICATES AND THE CLOSING OF THE FORUM

NEWNEW

www.forum-ccms.com/program

www.forum-ccms.com/zgloszenie

ANNA CHROBOTB4B Communications [email protected]+48 22 256 70 35

ANNA BANAŚHead of [email protected]+48 12 350 54 06

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Detailed terms and conditions of participating in the Forum and the on-line registration are available on the Forum’s official website:

COST OF PARTICIPATING IN THE FORUM FOR ONE PERSON:

PLN 1995 (+23% VAT) – if 3 or more participants from one company register before 19 February 2016.

PLN 2995 (+23% VAT) – if 1 participant from a given company registers before 19 February 2016

PLN 2795 (+23% VAT) - if 3 or more participants from one company register between20February–18March2016

PLN 3395 (+23% VAT) – if 1 participant from a given company registers between20February–18March2016

PLN 3695zł (+23% VAT) – if 1 participant from a given company registersafter18March2016

before 19 February 2016 between 20 February – 18 March after 18 March 2016

meeting new expectations - strona główna · bank zachodni wbk dorota boguta relationship manager...

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