About the Virtual CX Excellence Summit:
The Virtual CX Excellence Summit is a 3-Day Event:
14 October 2020 16:00 CET - 18:00 CET
15 October 2020 16:00 CET - 19:00 CET
16 October 2020 16:00 CET - 18:00 CET
START OF VIRTUAL CX EXCELLENCE SUMMIT 16:00 CET/10:00 AM EDT
16.00-16.30 The Future Of Customer Service – Putting Humans At The Heart Of Your Service
Sarah Metcalfe, Head of Customer Service, Sure Petcare
16:30-17:00 How To Achieve Service Excellence? Transforming Into A Customer Orientated Organization
Michael Havas, Managing Director s ServiceCenter, Erste Bank und Sparkassen Best
17:00-17:30 CX and Digital Transformation: What We've Learned From COVID-19
Kasia Szokalska, Customer Success Expert
17:30-18.00 Q & A Session
18:00 End Of Day 1
START OF VIRTUAL CX EXCELLENCE SUMMIT 16:00 CET/10:00 AM EDT
16.00-16.30 Empowering The Customer With New Capabilities During The Pandemic
Archana Ramachandran, Product Leader, Manage & Change Reservation, Digital Customer Experience, American Airlines
16:30-17:00 Catapulting your CX returns with AI-based insight - CX revolution at Volkswagen
Michal Szaniecki, Managing Director SEAT & Cupra, Volkswagen Group
17:00-17.30 Q & A Session
17:30-18:00 Human Centred CX in the Age of AI
Ramy Nassar, Author, AI Product Design Handbook and Founder, 1000 Days Out
18:00-18:30 How To Build An Effective Help Center
Ifah Sivak, Market Manager, Global Operations, Facebook
18:30-19.00 Q & A Session
19:00 End Of Day 2
START OF VIRTUAL CX EXCELLENCE SUMMIT 16:00 CET/10:00 AM EDT
16.00-16.30 Service Leadership: 5 Steps of Creating an Extraordinary Service Culture
Aneta Korobkina, Service Excellence and Leadership Expert
16:30-17:00 A Great Customer Experience: Why People Matter (Most) and How Technology Helps- SAP
Irina Pashina, Senior Director - Content Marketing I Content Strategy I Customer Experience & Co-Active Coach®, SAP
17:00-17:30 Your Customers Are Talking. Are You Ready To Listen?
Joe Rice, Data & Enterprise Solutions, Twitter
17:30-18.00 Q & A Session
18:00 End Of Day 3
This program can also be delivered as a tailored in-house training for your organization. We adapt the content to your industry, objectives, and level of maturity, focusing on real challenges your teams face and the decisions they need to make. In-house formats allow your people to align on a shared approach, work through relevant scenarios, and build skills they can apply immediately.
If you’re exploring an in-house option, tell us a bit about your team, priorities, and timing, and we’ll recommend the right format.
Contact us about in-house training
