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Customer engagement is the next wave of innovation. Customer service is a critical competitive differentiator in today's business environment and a strategic lever in moving from a commodity to market leadership. The contact centre is perfectly positioned to elevate its corporate role as a driver of this transformation. To deliver customer satisfaction that drives growth and revenue, customer service and customer call centres must deepen the level of customer engagement in an omni channel world and do it efficiently and effectively. Call centre, automated and online self-serve, chat, mobile, social, and video channels are all opportunities to leverage technology to raise the bar on service and create a unique brand experience and identity. Agents will handle increasingly complex calls and need to be engaged and empathetic in order to nurture the customer relationship. Modern customer service software and technology needs to be in invested in, and best practices and processes need to be in place.

We know you are busy and face increasing challenges in meeting constantly evolving customer expectations. We want to help you and have designed our 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange - Transformational Customer Engagement - as a unique platform for you to collaborate with fellow participants and generate ideas and insights you will not get anywhere else. It's a spark of inspiration drawn from Europe's great minds in customer contact, customer care, customer service and satisfaction, customer experience management, call centres, and operations. Join us in Athens and get concrete take-aways to immediately act upon when you return to your day to day reality.

For further information or to register, call Alan Bowman at +44 1865 398 644, or email him at alan.bowman@frost.com


See What the Buzz is All About


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Agenda Highlights

The 2017 Program Schedule will be released within the coming months.

For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at Matthew.McSweegan@frost.com

2016 Keynotes featured:

Keynote: Disruptive Customer Care: The Competitive Differentiator in a World of New and Evolving Business Models

Speaker-martin.jpgMartin Hill-Wilson
Founder
Brainfood Consulting


Keynote: Emotional Brand Engagement: Nurturing Empathetic Agents

martin.pngElizaveta Rybinskaya
Customer Care Director
Eldorado


Case Studies & Executive Insights

Executive Insights: Instilling Brand Identity and Business Value Enterprise-Wide

Frost & Sullivan Insights: Game Changing Technologies on the Horizon

Success Story: Smart Analytics: Predictive Insight for Enhanced Customer Engagement

Leadership Insights: Using People Centric Practices to Drive Sustainable Business Impact

Future Forward– How “Smart” is Changing Customer Support and Enhancing the Customer Experience


Interactive Collaboration Zones

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: Best Practices in Customer Engagement
Zone 2: Channel Strategy and Excellence
Zone 3: Contact Centre Models and Shoring Strategy


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: Voice of the Customer: Best Practices in Operationalizing Across the Enterprise
Zone 2: Live Chat: Engaging the Customer in a Dynamic Real Time Experience
Zone 3: Geography Lessons: How Gibson Innovation Leverages Multilingual Euro Hubs to Increase Consumer Loyalty & Achieve Operational Excellence


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

Choose one of the following zones:

Zone 1: Digital Transformation and Journey Mapping
Zone 2: Mobile Expectations: Customers Want it All, and They Want it Now!


Mindshares - Mindshare sessions bring together a panel of subject-matter experts to tackle and discuss real-world business challenges and problems

Choose one of the following zones:

Zone 1: Proactive and Personal: Enhancing the Customer Experience and Relationship
Zone 2: Self-Serve First! Adapting to Today's Digital Customer


Peer CouncilsPeer Council sessions are participant-driven discussions focusing on your key challenges and concerns

Choose one of the following zones:

Zone 1: Multi-Cultural Intelligence: Crowdsourcing Customer Expectations and Channel Preferences
Zone 2: B2B Nuances: Raising the Bar on Service Levels


Expert Panels

Top Take-Aways Panel - Weighing In on the Implementation Ideas from the 10th Anniversary Customer Contact 2016, Europe Executive MindXchange


Site Tour

Join us on a tour of Tavros, Multilingual Customer Experience Management (CEM) Hub facility operated by Teleperformance and dedicated to the European, Middle Eastern and African markets, where people's profiles, skills and motivation are vital to the overall operating strategy.

The building, recognised and awarded as the Best Green Contact Centre and Best Contact Centre Design in Europe by Contact Centre Industry peers, is located on a main artery that was first constructed 26 centuries ago and considered a design landmark in contemporary Athens.

The facility currently serves some of the world's best-known brands and successful organisations, supporting 137 Markets in 34 languages across multiple channels of interaction.

Following the tour, join us for a typical Greek bite and a chilly glass of wine.


Networking

Taste & Tour Athens - Join us for a unique experience of Athens’s historic center and its deeply rooted local traditions. Live like an Athenian and explore their daily rituals; enjoy the warmth of a Kalimera greeting and a Koulouri or Tiropita, and sample a treasury of Greek wine!

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.

Welcome Networking Reception and Event Kickoff - Meet your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails!

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.

Dine Around Athens - Take networking a step further and join us as we venture to Athens's culinary hot spots to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting!

Customer Contact Centre Site Tour - Join us on a tour of Tavros, Multilingual Customer Experience Management (CEM) Hub facility operated by Teleperformance and dedicated to the European, Middle Eastern and African markets, where people's profiles, skills and motivation are vital to the overall operating strategy.

The building, recognised and awarded as the Best Green Contact Centre and Best Contact Centre Design in Europe by Contact Centre Industry peers, is located on a main artery that was first constructed 26 centuries ago and considered a design landmark in contemporary Athens.

The facility currently serves some of the world’s best-known brands and successful organisations, supporting 137 Markets in 34 languages across multiple channels of interaction.

Following the tour, join us for a typical Greek bite and a chilly glass of wine

 


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+1-877-463-7678
events.us@frost.com

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Featured Sponsors

2017 Sponsors to be announced

2016 Sponsors featured:

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