CUSTOMER SERVICE INNOVATION 2018

Customer Service Innovation Conference 2018 brings together all specialists in this area with focus on strategic insights. It is an amazing opportunity to get an experience in customers’ relationship management and strategies.

Today, consumers are more informed, more demanding and have higher expectations than ever before. Customer Service Innovation Conference 2018 will guide you into the future of customer care and social media customer service as well as with new world’s technologies.

KEY PRACTICAL POINTS OF THE CONFERENCE:

– Changes in customer behavior in digital world

– Return on customer experience investment

– How to use customer feedback and data in creating your business strategy

– Modern approaches in customer service and support

– Robotics and artificial intelligence in customer service

– Customer engagement in the digital world

– Engage employees at every level to create a customer-focused business

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To discuss the attendee opportunities or register for the event please contact:
Olivia Costa
Event Producer
Tel.: +420 226 633 309
E-mail address: olivia.costa@bcfgroup.eu
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To get assistance with booking a room and arranging your flight tickets please contact:
Maria Ristol
Operation manager
Tel.: +420 226 633 309
E-mail address: maria.ristol@bcfgroup.eu
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Event Speakers

Peter Taylor

Head of Global PMO

Kronos

Sue Nabeth Moore

Founder

Success Track Enterprise

Kellie Lucas

Director

ForseLucas

Victoria Spencer

EMEA Lead, Customer Success & Advocacy

Oracle

Evin Conway

Co-Founder

Customer Success Europe

Cyrille M. Saulnier

VP of Customer Success

PatSnap

Timo P. Kunz

Data Scientist

Catawiki

Peter Lyon

Chief Customer Officer

eSpatial

Paul Wearmouth

Public Speaker

PaulWearmouth

Martine Niermans

Owner

Q10 Consultancy

Dan Steinman

Head of Gainsight EMEA

Gainsight

Apostolos Kallis

SVP Global Sales

Etiya

Franz Weisenburger

Senior Vice President Customer Experience Design

Deutsche Telekom Germany

Sandra De Zoysa

Group Chief Customer Officer

Dialog Axiata PLC

Simon Hill

CEO and Co-founder

Wazoku

Ankur Dalal

Customer Experience Leader and Enterprise Architect

ABNAMRO

  • Peter Taylor
    Kronos
    Peter Taylor is a PMO expert who has built and led four global PMOs across several industries, and has advised many other organisations in PMO and PM strategy. He is also the author of the number 1 bestselling project management book ‘The Lazy Project Manager’, along with many other books on project leadership, PMO development, project marketing, project challenges and executive sponsorship. In the last 5 years, he has delivered over 250 lectures around the world in over 25 countries and has been described as ‘perhaps the most entertaining and inspiring speaker in the project management world today. His mission is to teach as many people as possible that it is achievable to work smarter and not harder’ and to still gain success in the battle of the work/life balance.
  • Sue Nabeth Moore
    Success Track Enterprise
    After over 20 years in client-focused international roles, Sue is devoting her energy and passion to evangelizing customer success (CS) in Europe. She has founded a boutique consultancy, Success Track Enterprise which helps recurring revenue companies define and refine their CS organisation. She’s British and is based in Paris and Lisbon. She organises regular CS meet-ups in Paris and has co-founded Customer Success Europe, a community focused on bringing together CS professionals in Europe to share and learn on this emerging strategic role in business.
  • Kellie Lucas
    ForseLucas
    Biography: Kellie is a Founding Director at ForseLucas, an exciting and formidable force within the Customer Success consultancy world. She is a founding member of the European Customer Success community and a regular speaker at events such as SuccessCon and Pulse Europe. She is also the Director of Challenging Heights, a grass-roots NGO based in Ghana, implementing the organisation’s new strategic plan of ending child trafficking in Ghana’s fishing industry in the next five years. After spending more than 20 years in the finance and IT sector, providing invaluable advice and support to many enterprise businesses in programme and success management, Kellie has extended her voice to the third sector and the pressing subject of anti-trafficking whilst indulging her passion for Customer Success through her consultancy business and speaking engagements. Life is about people and making connections; Kellie continues to demonstrate this by driving success for individuals, customers and communities through her work at Challenging Heights and ForseLucas.
  • Victoria Spencer
    Oracle
    Victoria Spencer is currently holding a position of EMEA Lead, Customer Success and Advocacy with Oracle Digital. In her previous role as the Director of Worldwide Product Management and Customer Success with HP Software Support, she was globally responsible for managing the portfolio of all products and services offered by HP SW Support, as well as the Customer Success Programs. Victoria has over 20 years of Consulting, Sales and Sales Management experience with various global software vendors. Logo and photo should be attached!
  • Evin Conway
    Customer Success Europe
    Over 18 years in diverse international roles and a background leading customer success teams including experience in project management, analytics, business intelligence, technical, development and consulting. Joining Salesforce in July 2016, now the Regional Leader for Customer Escalations working on the executive & critical events, based in Dublin, Ireland. Co founder of Customer Success Europe aimed at thought leadership and strategy development, Evin organizes and speaks at conferences in this rapidly growing industry. Passionate about Customer Success.
  • Cyrille M. Saulnier
    PatSnap
    Biography: VP of Customer Success at PatSnap, I am responsible for the client development in Europe and the Americas. With 10 years of SaaS experience in client management, I have demonstrated success building highly productive international organisations, reducing customer churn, managing change and increasing employee retention. I am speaking regularly at top Customer Success conferences.
  • Timo P. Kunz
    Catawiki
    Biography: Timo has spent over a decade in the retail industry, mainly working with and researching pricing and promotion related topics. He is currently a Data Scientist for catawiki where he focuses on customer behavior modeling, customer analytics, personalization, and customer value. His previous experience includes working or consulting for companies such as Yoox Net-A-Porter, Morrisons Supermarkets, Dansk Supermarked, Boots, Swiss Coop, LVMH, SAP, and Simon Kucher & Partners. He holds a PhD in Management Science from Lancaster University and has published in journals such as Decision Support Systems and the Journal of Revenue & Pricing Management.
  • Peter Lyon
    eSpatial
    Peter Lyon is currently the Chief Revenue Officer for eSpatial. Responsible for the acquisition of new customers and retention of existing customers, Peter is scaling up all customer facing roles to enable further revenue growth. With thousands of end users, eSpatial operates from Dublin Ireland yet 90% of their customers are in North America. They do not have any physical presence in North America so all the selling, support (live chat) and renewals of customers are conducted over the internet. Using the latest technology in customer management, constant engagement with customers and a customer-first culture, eSpatial are at the cutting edge of Customer Service Innovation. With over eight years implementing Customer Success programmes in several businesses, Peter’s belief is that a successful Customer Success strategy is largely dependent on two factors. Firstly, the culture of the organisation and secondly, its ability to implement organisational change. Peter has held executive Customer Success positions in several international organisations as well as start-ups. This has enabled Peter to understand and solve the challenges and complexity of Customer Success across all sizes of organisations. Peter formed his own Customer Success consultancy business in 2015 advising local and international SaaS businesses on implementing Customer Success programmes. He is the co-founder of Customer Success Europe which organises Customer Success Management events across Europe.
  • Paul Wearmouth
    PaulWearmouth
    Once described as the \"Go to Sales Guy\" by his own team, Paul is a speaker who inspires, motivates and electrifies his audience in to taking action to improve their business, their job and even their lives. With passion and humour Paul Wearmouth, the creator of 5 Star Service and ACE – Amazing Customer Experience blends key businesses messages in an entertaining and engaging style that challenges people, makes them sit up and listen and leave buzzing with ideas to put in to practice. Delivering conference and seminar keynotes all over the UK and internationally, Paul’s passion for what he speaks about is infectious and inspires people to stop, think and generate new ideas to make their business flourish. Paul’s s belief is simply \"How you sell it, is how the other person will buy it\" and this is the underlying message he shares in all his presentations, allowing delegates to see, hear and feel the influence and impact that they have on a customer\'s buying decision and their perception of their business, product and service. Paul’s clients vary enormously due to the impact of his key messages. Customer Service and Sales will never be the same again once you have heard this new powerful way to deliver them!
  • Martine Niermans
    Q10 Consultancy
    Martine has a passion for Customer Success and Employee Success. She truly believes the two are correlated. She has gained experience over the past 16 years in international client focused roles in the event industry: Apple and Saas sector. Martine was at the beginning of a very successful Saas Company in Amsterdam, where she set up and ran the entire customer journey and everything post sales: onboarding, training, Customer Success Management and support. She founded her own consultancy company Q10 Consultancy at the beginning of 2017, specializing in helping companies (mostly Saas subscription) to become customer and employee centric. She helps in creating customer journeys, setting up Customer Success teams, support, customer experiences, employee journeys including employer branding and on-boarding. She is based in Amsterdam but travels all over. She loves staying up to date on the latest trends and innovations which help improve customer and employee experiences.
  • Dan Steinman
    Gainsight
    Dan Steinman is the General Manager of Gainsight EMEA, and is based out of London, UK. He leads Gainsights regional growth initiatives from the company’s regional headquarters located in London and helps Gainsights European customers successfully understand and adopt Customer Success technology. Previously, Dan held the position of Chief Customer Officer, where his ultimate responsibility was the satisfaction and success of Gainsights customer base. Customers are his passion - going all the way back to his days as an SE at IBM. Dans career includes being a very early employee at Epiphany, Co-Founder at NearbyNow, and VP of Customer Success at both Mozes and Marketo before joining Gainsight. Dan is a recognized expert and thought leader in the Customer Success field and brings that thought leadership into execution at Gainsight both with the Customer Success organisation and with our products. Dan recently co-authored the best-selling book Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.
  • Apostolos Kallis
    Etiya
    Apostolos Kallis has over 17 years of international experience in Telecoms and IT through a variety of advisory and sales leadership roles in Europe and the Middle-East. Apostolos spent over 13 years with the TM Forum, the largest trade association for the telecom and IT industry serving over 1,000 member companies across 150+ countries. Apostolos was the SVP, Membership & Engagement with full commercial responsibility across the business. In April 2016 he joined Etiya where he is leading international sales, biz dev and partnerships for the leading Independent Software Vendor providing comprehensive Telco CRM, Catalog-Driven B/OSS, Social CRM, and Big Data Analytics to Communication & Digital Service Providers. Etiya is a pioneer that has been shaping the industry with its long-term experience and deep telecom knowledge. Founded and run by engineers, Etiya has become a fast-growing software company with offices and customers in Amsterdam, Dubai, Canada, Singapore, Azerbaijan and Turkey.
  • Franz Weisenburger
    Deutsche Telekom Germany
    Franz Weisenburger is Senior Vice President Customer Experience Design at Deutsche Telekom Germany. In this role Franz is responsible for the Service experience and Service development, Digital Services and Innovation. He is leading the Digitalisation eService program in Germany for more than 2 years. Franz joined Deutsche Telekom in 2006, after 10 years at debitel AG (now debitel mobilcom). He was then responsible for Customer strategy and Product Management.
  • Sandra De Zoysa
    Dialog Axiata PLC
    Sandra De Zoysa is a pioneer Customer Service Practitioner and a thought leader in Customer Experience Management with over 26 years of experience in the Mobile Industry. A member of the Senior Management team and Chairperson of the Customer Experience Excellence Leadership Committee, Sandra functions as the Group Chief Customer Officer of Dialog Axiata PLC, Sri Lanka’s premier Telecommunication Service Provider. In 2015 Sandra received the Customer Experience Impact Award presented by Customer Experience Professionals Association, USA and was one among 7 Service practitioners across the globe to have received this recognition. In 2013 she was ranked among the top 10 most powerful business women in Sri Lanka by the Echelon magazine and in 2011, Sandra was honored with the Industry Champion Award for Sri Lanka at the Contact Centre World Conference held in Australia. At the Professional & Career Women Awards 2016 organized by Women In Management (WIM) Sandra won the Gold Award for Leadership Excellence for her exceptional contribution & achievements in the field of Customer Service and was recently honored with the Super Woman Achiever Award at the 4th World Women Leadership Awards held in Mumbai. Sandra is a founding member and Director on the board of SLASSCOM, the national IT-BPO chamber where Sandra heads the Quality Forum since 2012. She is on the Customer Advisory Board of CX Network, IQPC UK and on the board of Dialog Business Services. Sandra is an avid conference speaker within the Global Customer Experience and Telecom Industry and a visiting lecturer at the University Of Colombo School Of Computing since 2009.
  • Simon Hill
    Wazoku
    Simon is an innovation leader and expert; he is a co-founder of employee innovation software company, Wazoku, and tech evangelist. Simon is an active author, blogger and speaker on topics relating to collaborative innovation, crowdsourcing, co-creation, intrapreneurship and more. His expertise has been recognised extensively, being awarded the prestigious title of Guardian SME Leader of the Year 2014 and noted as a Top 15 influencer in crowdsourcing both in 2013 and 2014. He is also an Angel Investor and advisor to several B2B and B2C early stage tech businesses. “All organisations need to innovate, solve problems and generate new ideas to meet objectives. People are a business\'s greatest resource when doing so. By engaging a broader set of voices in discussions, new perspectives and valuable insights can be gained, implemented, measured and realised faster - so find good people and get them talking!“
  • Ankur Dalal
    ABNAMRO
    Ankur Dalal is a Customer Experience Leader and Enterprise Architect at ABNAMRO Bank. He comes with a global experience across organizations and industries, in the area of Customer Experience Management, CRM strategy and execution approach. Bringing in customer behaviour perspective through the journey in realizing CX strategy is one of his key strength. He is also thought leader and an advisor in the area of Employee Experience, and focus on how gap between strategy and execution can be filled rightly. Ankur constantly look at future trends and innovations across industry to bring in the business perspective to enhance customer experience and improve business performance. He puts areas like Artificial Intelligence, IoT, Robotics and Digitalization in a use case perspective to make it more tangible. He is always eager to push boundaries and make organizations ready for the next wave of change.
€777
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