Agenda

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

Live from Athens

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

Live from UK

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.

Live from 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

• 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?

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

Live from Athens

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.

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?

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?

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

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

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

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

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