Interactive & Highly Collaborative Content

Schedule-at-a-glance is preliminary and will be updated as information becomes available.

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


Jump to: [Monday, 11/6/18] | [Tuesday, 12/6/18] | [Wednesday, 13/6/18]

SUNDAY, 10 JUNE, 2018 | ARRIVAL DAY

Arrive Sunday to participate in Monday’s Networking Activities.

18:00


Suggested Arrival Time

Arrive Sunday to participate in Monday’s Networking Activities


Jump to: [Monday, 11/6/18] | [Tuesday, 12/6/18] | [Wednesday, 13/6/18]

MONDAY, 11 JUNE, 2018 | 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


Dublin Taste & Tour Check In

Join us for a unique experience in Dublin as we take in the sights and explore all the Emerald Isle has to offer.

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/participant 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

Hosted by:

Meet your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails!


Jump to: [Monday, 11/6/18] | [Tuesday, 12/6/18] | [Wednesday, 13/6/18]

TUESDAY, 12 JUNE, 2018 | GENERAL SESSION AND EXHIBITION

07:45


Registration, Continental Breakfast, and Exhibition

08:15


WELCOME AND KEYNOTE

Strategic Vision: A 3-5 Year Transformational Customer Strategy Plan

Ashley Cook, Customer Relations Director, Three Ireland

Learn More

Implementing the Vision – Embedding Customer-Centricity Across Your Company

Justin Conry, Head of Transformation, Three Ireland

Learn More

09:25


Navigating Customer Contact Europe

09:35


CASE HISTORY

Smart Technology & Successful Customer Service Agendas

Jean-Marc Codsi, General Manager Europe, Wargaming.net

Learn More

10:05


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

10:10


Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

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.

Choose one of the following zones:

Zone 1. Thriving in a New Era of Customer Experience Innovation
Zone 2. Reinvigorating the Customer Journey
Zone 3. Reinventing Leadership and Talent

10:40


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. Customer Experience Innovation: Digital Disruption and Opportunity
Facilitators:

Dan Bennett, Outsource Manager, Nespresso UK & Republic of Ireland
Lauren Kindzierski, Vice President of Solutions and Capabilities, HGS
Learn More
Zone 2. Structuring and Managing the Omni Channel Experience
Facilitator:

Rob McDougall, Chief Executive Officer, Upstream Works Software
Learn More
Zone 3. Cultivating Agents as Your Brand Voice
Facilitator:
Brent Stevenson, Senior Vice President of Sales & Marketing, 24-7 Intouch

Learn More

11:55


Session to Session Travel Time

12:00


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 solution providers – both intense and fulfilling.

(OR)
FROST & SULLIVAN VISIONARY INSIGHT
Customer Engagement – Caught in a World of Digital Flux

Stephen Loynd, Global Program Director, Digital Experience, Frost & Sullivan

Learn More
FOLLOWED BY

EXECUTIVE INSIGHT
Establishing a Customer Engagement Ecosystem in a Digital World

Philippe Kirby, Director, Customer Engagement Capabilities, MSD International GmbH

Learn More

13:00


Food For Thought – Networking Roundtables

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.

Hosted by:

14:00


Session to Session Travel Time

14:05


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: Taking IVR to a New Level

Facilitators:

Tobias Goebel, Senior Director, Emerging Technologies, Aspect
Learn More
Zone 2. The New Journey Map: Balancing Automation and a Personal Touch

Facilitators:

Richard McCrossan, Digital Practice Lead, Genesys
Rodney Hassard, Global Director of Solution Strategy, Self-Service, Genesys
Learn More
Zone 3. Value-Based Leadership of Customer and Employee Experience

Facilitator:

Stefan Osthaus, Founder and Managing Director, experience5 GmbH
Learn More

15:20


Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

15:50


ASK THE EXPERTS

Real World Techniques for Conquering Root Cause Across the Enterprise

Moderator:
Claudia Belardo, Director, International Customer Experience, SAP Concur

Panelists Include:

Amanda Cochrane, Head of Operations, AXA Insurance
Kathy O’Mahony, Personal Market Manager, Direct Banking, AIB
Phil Purdy, Customer and Client Services Manager, Europe, Travelzoo
Jason Roberts, Head of Contact Centre Operations, Dixons Carphone
Jan Smets, Director Retail and Customer Care, bpost

16:30


SUCCESS STORY
Hiring and Developing the Kind of Talent and Business Acumen You Need, to Deliver the Customer Experience You Want

Dave Bevan, Learning & Development Specialist, Jagex Games Studio
Nathan Turner, Senior Operations Manager, Jagex Games Studio
Learn More

17:00


EXECUTIVE INSIGHT
Are We Measuring What is Meaningful for the Customer, and Drives True Business Value?

Jo Mayes, Director of Customer Operations, Business Stream, A Scottish Water Company
Learn More

17:30


Four Truths and a Lie Networking Reception

Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.

18:45


Dine Around Dublin – Meet in Hotel Lobby for prompt departure at his 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, 11/6/18] | [Tuesday, 12/6/18] | [Wednesday, 13/6/18]

WEDNESDAY, 13 JUNE, 2018 | GENERAL SESSION, EXHIBITION AND SITE TOUR

08:00


Continental Breakfast and Exhibition

08:30


ICE BREAKER AND COACHING SESSION
Be a Better Leader: Keep People Focused, Energised, Productive and Profitable

Michael O. “Coop” Cooper, Founder, Innovators + Influencers

Learn More

09:30


SUCCESS STORY
Making it Personal: How Automation and Artificial Intelligence is Changing the Way the Customer Experience is Brought to Life

Josh Reynold, Senior Director of Programs – Worldwide Customer Experience, Electronic Arts (EA)

Learn More

10:00


Briefing Sessions, Networking, Refreshments, and Exhibition Break

11:00


CONCURRENT COLLABORATION ZONES – Case Histories

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

Choose one of the following zones:


Zone 1. What Makes a Customer Service Bot Exceptional?

Facilitator:
J. Richard J. Garrett, Director, Solutions Consulting – EMEA & APAC, Jacada Europe Ltd.

Learn More
Zone 2: Inside Out & Outside In: Facilitating Channel Preferences and a Consistent Experience

Facilitator:
Simon Dillsworth, Executive Vice President Business Development UK & IRE, Praxidia – A Teleperformance Company

Learn More
Zone 3: Customer Engagement 2018 – It’s All About Making it Anticipatory and Personal

12:00


Food For Thought – Networking Roundtables

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.

Hosted by:

13:00


Session to Session Travel Time

13:05


THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between six themed brainstorming sessions and crowd source solutions to the most vexing challenges facing customer experience and customer contact leaders today. These are fifteen minute rapid fire sessions with three rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalised
ideas to these common challenges

Choose one topic for each of the three rotations:

The Fix on Global Customer Care Strategy and Operations
Hosted by: Laura Malinsky, Head of Contact Centre Capabilities, Allianz SE

The Fix on Knowledge Management
Hosted by: Claudia Belardo, Director, International Customer Experience, SAP Concur

The Fix on B2B Customer Care
Hosted by: Louise Robinson, Vice President, Global Customer Service, Diversey

The Fix on Sales vs. Service
Hosted by: Kathy O’Mahony, Personal Market Manager, Direct Banking, AIB

The Fix on Balancing Data Privacy and the Customer Experience
Hosted by: Jens Voigt, Customer Support Director, PPRO Financial

The Fix on Social Customer Care and Communities
Hosted by: Nathan Turner, Senior Operations Manager, Jagex Games Studio

14:00


Networking, Refreshments, and Exhibition Break

14:30


BEST PRACTICES
Management Bootcamp: Effective Coaching For Contact Centre Leaders

Raffaela Bonomonte, Director Global Executive Escalations, PayPal

Learn More

15:00


CAPSTONE KEYNOTE
By Popular Demand! The Power of Authentic Connections in Life and Business: 7 Magical Strategies to Boost Customer Engagement

Itzik Amiel, Adv. , Founder and Chief Executive Officer
Power Networking Academy Bestselling Author, The Attention Switch

Learn More

16:15


Content for the 12th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange Concludes

Sky Contact Centre Site Tour and Executive Roundtable

Please note participation incurs an additional fee for those other than Customer Engagement Leadership Council Members. See Register link for details.

16:30


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

18:30


Customer Engagement Leadership Council Executive Roundtable
Hors d’oeuvres. beer, wine, and beverages will be served.

19:30


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

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