Interactive & Highly Collaborative Content

Impactful & Efficient Customer Experiences

For questions and more information, call Alan Bowman at
+44 1865 398 644, or email him at alan.bowman@frost.com


Jump to: [Tuesday, 4/6/19] | [Wednesday, 5/6/19] | [Thursday, 6/6/19]

MONDAY, 3 JUNE, 2019 | ARRIVAL DAY

Arrive Monday to participate in Tuesday’s Networking Activities.

19:00


Suggested Arrival Time


Jump to: [Monday, 3/6/19] | [Wednesday, 5/6/19] | [Thursday, 6/6/19]

TUESDAY, 4 JUNE, 2019 | NETWORKING DAY

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

08:00


Guinness Storehouse Taste & Tour

Join us at The Guinness Storehouse® to learn what goes into making the perfect pint of Guinness while enjoying panoramic views of Dublin City & beyond.

16:15


Sponsor Workshop

17:45


Sponsor Registration & Orientation Reception

18:15


Speaker & Thought Leader Orientation

An essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers.

19:00


Participant Meet ‘n’ Greet
This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

19:30


Welcome Networking Reception and Event Kickoff


Jump to: [Monday, 3/6/19] | [Tuesday, 4/6/19] | [Thursday, 6/6/19]

WEDNESDAY, 5 JUNE, 2019 | GENERAL SESSION AND EXHIBITION

08:00


Registration, Continental Breakfast, and Exhibition

08:30


WELCOME AND KEYNOTE

Delivering the Kind of Customer Experience that Adds Customer Value and Brings Business Benefits

09:30


Navigating Customer Contact, Europe

09:40


CASE HISTORY

Achieving Investment Driven Outcomes

10:10


Frost & Sullivan Customer Contact Executive MindXchange Member and Advisory Board Recognition

10:15


Networking, Refreshment, and Exhibition Break

CHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONES:

Customise your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Agent Efficiency and Effectiveness
Zone 2. Self-Serve and Automation in the Contact Centre
Zone 3. Customer Experience Across the Enterprise

10:45


CONCURRENT COLLABORATION ZONES - ROUNDTABLES

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1. Automation in the Contact Centre – Empowering Agents to Focus on the Customer
Zone 2. Strategic Mapping of an Integrated Self-Serve Experience
Zone 3. Customer Experience Innovation: Digital Disruption and Opportunity

12:00


Session to Session Travel Time

12:05


CONCURRENT SESSIONS
Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel –
Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading Sponsors – both intense and fulfilling.

(OR)
FROST & SULLIVAN VISIONARY INSIGHT
Followed By
EXECUTIVE INSIGHT
Tips and Tricks for Building a Contact Centre of Digital Wonders

13:00


Food for Thought Networking Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

14:00


Session to Session Travel Time

14:05


CONCURRENT COLLABORATION ZONES – THINKTANKS

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1: Connected Service Management: A Model for Proactively Resolving Issues

Zone 2. A Customer Centric Approach to Automation

Zone 3. Getting Hyper Personal with Analytics

15:20


Networking, Refreshment, and Exhibition Break

15:50


Ask the Experts! Panel Discussion

The Workforce of the Future: A Force for Disruptive Change

16:30


CASE HISTORY
Omni in Retrospect: If I Knew Then What I Know Now

17:00


EXECUTIVE INSIGHT
Building and Nurturing a Culture of Continuous Improvement

17:30


TRUTH OR DARE NETWORKING RECEPTION

18:15


Dine Around Dublin – Meet in hotel lobby for prompt departure at this time.
Take networking a step further and join us as we venture to Dublin’s vibrant city centre to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting!

Jump to: [Monday, 3/6/19] | [Tuesday, 4/6/19] | [Wednesday, 8/6/19]

THURSDAY, 6 JUNE, 2019 | GENERAL SESSION, EXHIBITION AND SITE TOUR

08:30


Continental Breakfast and Exhibition

09:00


ICE BREAKER AND KEYNOTE
The Agent Experience: A Force for Customer Experience Innovation and Opportunity

10:00


SUCCESS STORY
Our AI Journey: Lessons Learned, Outcomes, and Next Steps

10:30


Briefing Sessions, Networking, Refreshments, and Exhibition Break

11:30


CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:


Zone 1. Innovations in Coaching and Training
Zone 2: B2B Nuances of Customer Care
Zone 3: Strategic Thinkers Only: A Forum on Customer Experience for Seasoned Executives

12:30


Food For Thought Networking Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

13:30


Session to Session Travel Time

13:35


SPEED RUNS – Join us for a Burst of Insight on:

*Messaging to Your Customer: A Look into the Future

*Live Chatting with Your Customer: Real Time and Personal

*Achieving Customer Experience Excellence: Integrating Multi-Sites and Mergers

14:00


Networking, Refreshments, and Exhibition Break

14:30


CAPSTONE KEYNOTE
Imagine a World with No Call Centres

15:15


INSIGHTS AND IDEAS ROUNDUP
The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

15:45


Content for the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes

CONTACT CENTRE SITE TOUR AND EXECUTIVE ROUNDTABLE

16:00


Site Tour – Shuttle Check-In for Site Tour
Transportation will be provided.

18:00


Customer Engagement Leadership Council Executive Roundtable

19:00


Site Tour and Executive Roundtable Conclude
Shuttle Transportation to Clontarf Castle Hotel Provided.

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