Conference

Agenda

Πέμπτη 10 Ιουνίου 2021


09:00 – 09:30 Virtual Networking & Live Expo
09:30 – 09:40 Καλωσόρισμα
Μαριλένα Παππά, Παραγωγός Συνεδρίων & Βραβείων Marketing Week, BOUSSIAS

Δημήτρης Γκοτζαρίδης, Γενικός Γραμματέας ΕΙΕΠ, Head of Operations, Cosmote E-Value

9:40 – 9:50 Χαιρετισμός
Frank Thibaut, Πρόεδρος ΔΣ ΕΙΕΠ
9:50 – 10:00 Χαιρετισμός
Αμβρόσιος Κάρδαρης, Corporate Governance & Business Process Outsourcing (BPO) Director, Cosmote e-Value
10:00 – 10:50

Live from Athens

Connecting Technologies with Human Needs
Δημήτρης Α. Μαύρος, General Manager, Member of the Board, MRB Hellas

Key take-aways:

  • Why responding to Human Needs
  • Define Human Needs
  • Why “Cold” Technology supports “Warm” Human Needs
  • How “Cold” Technology supports “Warm” Human Needs
  • Aspects of Customer Experience (Cx) where Technology and Human Needs meet each other
10:50 – 11:00 Q & A με τον Δ. Α. Μαύρο
11:00 – 11:20

Live from UK

Emotive CX for Customer Interaction
Martin Hill Wilson, Customer Service & AI Engagement Strategist, Owner, Brainfood Consulting

Key take -aways:

  • When customers leave brands, price is often quoted. Dig a little deeper and how they were treated often explains why they really left.
  • Every interaction impacts our relationship with a brand over time.
  • How can contact centres adopt the skills, culture and management framework to embed emotion management to get and long term loyalty.
11:20 – 11:25 Q & A με τoν Martin Hill Wilson
11:25  – 11:45

Live from Cyprus

Technology & AI at the heart of Player Support
Elena Loucaidou, Director of Player Relations, Wargaming Group Limited, Cyprus

Key take -aways:

  • A brief introduction to the gaming world
  • Player’s expectations & how to manage them
  • How technology improved players and agents journey
  • Bots; a virtue or a curse?
  • Our goals for the next year
11:45  – 11:50 Q & A με την Elena Loucaidou
11:50 – 12:00
Star Interview from UK
Jo Causon, CEO at UK Institute of Customer Service

  • CS and CX are inter-related meanings/areas that the U.K Institute of Customer Service members have deeply explored and enhanced. What are the latest tendencies?
  • What are the notable repercussions in Customer Servicing caused by COVID-19?
  • Customer and Employee experience. What are the hot issues of today?
12:00 – 12:20 Break – Virtual Networking Break & Live Expo
12:20 – 12:40
Live from UK
Upskilling Your Customer Service Teams Post Pandemic
Czarina Sheikh Mathew, Executive Director, Imtiaz Consultancy Limited, CX Stars Top 100, UK CXA, Judge Official

Key take-aways:

  • The new landscape
  • Assessing your skillset
  • Retaining and winning customers
  • Optimising efficiency and improving productivity
  • Regaining focus on the employee experience
  • A fresh perspective on business performance
12:40 – 12:45 Q & A με την Czarina Sheikh Mathew
12:45 – 12:55

Live from Athens

Do you want happy customers? Meet them in the Cloud!
Stefanos Gouliotis, Senior Account Executive Greece, Cyprus, Malta, Genesys

Key take-aways:

  • Companies can face difficulties creating an integrated portfolio of Customer Service solutions, that is both nimble and trustworthy.
  • Learn how you can say yes to the demands of the business with Genesys Cloud.
12:55 – 13:00 Q & A με τον Stefano Goulioti
13:00 – 13:20
Live from Cyprus
Omnichannel Marketing: what, why and how
Ippokratis Kourkoumpas, Marketing Director & Entertainment Commercial Manager, ITC PublicWorld Ltd

Key take-aways:

  • What is Omnichannel Marketing?
  • Why it is important in today’s Retail environment & differences vs common current situations.
  • How does Omnichannel Marketing apply to the Customer Journey?
13:20 – 13:25 Q & A με τον Ippokrati Kourkoumpa
13:25 – 13:45
Live from UK
Customer Experience Recovery – Why organisations that ‘plan to fail’ have a competitive edge
Katie Stabler, Founder and Director of Customer Experience at CULTIVATE, Customer Experience by Design

Key take-aways:

  • What is pro-active customer experience recovery?
  • Why you need it – the significant impact of both poor and great experience recovery?
  • How you can start to implement a recovery process that will create a powerful return on investment?
13:45 – 13:50 Q & A με την Katie Stabler
13:50 – 14:10
Live from Athens
Personalized Customer Care: Why it’s important and how to get there
Stefanos Prokos, Associate Partner, Business Consulting, Ernst & Young

Key take-aways:

  • Why is it crucial to be on a “first-name” basis with your clients
  • How to build your approach for ominchannel personalization
  • Utilizing AI, Data & Analytics for personalized customer care
  • Personalization and Automation as a winning strategy
14:10 – 14:15 Q & A με τον Stefano Proko
14:15 – 14:35 Break – Virtual Networking Break & Live Expo
14:35 – 14:55
Live from United Arab Emirates
An Intro to Affective Technologies, Interactive Robots, and Human Experience
Nikolaos Mavridis, Academic & Consultant in Robotics and Artificial Intelligence, MIT University
14:55 – 15:00 Q & A με τον Nikolao Mavridi
15:00 – 15:20
Live from Athens
Optimizing the robotic x-perience: ‘Automating’ the customer relationship
Gerasimos Gerolymatos, General Manager, BoD member, Gizelis Robotics SA

Key take-aways:

  • Η εμπιστοσύνη, ‘κλειδί’ για την ρομποτική υλοποίηση
  • Η ρομποτική φιλοσοφία ως αποτελεσματικό εργαλείο για τον τελικό πελάτη
  • Η διασύνδεση της ανθρώπινης τεχνογνωσίας και των ρομπότ στη μεταφορά αξίας για την εξυπηρέτηση του πελάτη
15:20 – 15:25 Q & A με τον Gerasimo Gerolymatos
15:25 – 15:55
Live from Florida
Common Sense Service in Uncommon Times!
Teresa Allen, Customer Service Speaker / Customer Service Expert. Twice ranked the #1 Service Expert on www.GlobalGurus.org!

Key take-aways:

  • Strategies for maximizing customer connection in a changed world
  • Why adaptability and agility are critical in today’s service marketplace
  • Why making the service process easy to navigate is key to success
  • How to provide service that is proactive not reactive
  • Why service must be integral to your organizational culture
15:55 – 16:15
Live from Chicago
What’s Next in CX: 3 Ways to Prepare for the Future
Jeannie Walters, CEO & Chief Customer Experience Investigator, Experience Investigators

Key take-aways:

  • How to predict pain points and proactively address them for customers
  • Why small moments matter and how you can learn from them
  • What indicators to consider to improve your customer’s experience
16:15 – 16:20 Q & A με την Jeannie Walters
16:20 – 16:40
Live from
Las Vegas
Focus on the Customer as a person
Alex Genov, Head of Customer Research, Zappos.com

Key take-aways:

  • Understand the person, not the “shopper” or the “user
  • No organizational silos when it comes to customer understanding
  • Use complementary research methods
  • Inform the business as a whole
  • Company culture matters
16:40 – 16:45 Q & A με τoν Alex Genov
16:45 – 17:00 Closing Remarks

Επικοινωνία


Συμμετοχές
Βασίλης Κουτσαβλής, T: 210 6617777 (εσωτ. 129), Ε: [email protected]

 Χορηγίες
Άννα Γυπαράκη, Τ: 210 6617777 (εσωτ. 152), Ε: [email protected]

Περιεχόμενο
Μαριλένα Παππά, Τ: 210 6617777 (εσωτ. 222), Ε: [email protected]

BOUSSIAS

  Κλεισθένους 338, 15344, Γέρακας, Αττική, Ελλάδα
  +30 210 6617777
  +30 210 6617778
  www.boussias.com