2020 has taught
about the value of foresight, innovation and agile customer service.
keep accelerating the digital transformation, and with that the sense of
How do we
navigate the unknown to empower our customer care force?
TOGETHER. This is
the action-mindset we need more than ever.
There is a way to
turn obstacles into growth, and we’re going to explore it together at the 16th Customer
Care Conference & Expo edition. Get ready to dive deeper into Digital Engagement for the New
Normal, and into Hybrid business models! We’ve lined up
down-to-market solutions and best practices to strategically steer your
customer service operations away from the tides, towards safe, and rewarding
customer care versus human interaction
customer care operations – returning to the office after COVID-19
industry forecasts, challenges and opportunities
of empathy for customer care during market crisis
operations for an everchanging customer service industry
expectations pre and post pandemic
importance of AX (Agent Experience) and
employer culture programs
tools and strategies
continuity solutions for unpredictable market dynamics
general business areas
Telecom | Finance | IT&C |
Healthcare | Utilities | Human Resources | Consultancy | Marketing | Research |
Law | Audit | Retail | FMCG
The customer care industry is facing many challenges
in times of crisis, with difficult customer calls increasing up to 100% during
the pandemic (source Harvard Business Review).
According to Gartner, only 13% of customers received proactive service in 2020,
and the majority rated the proactive inquiries as “valuable” | 85%. It’s time
to take back control with clever operational solutions and insights! It’s time
to revive the customer care culture we spent years to build and nurture.
access to 2020-2021 real-life business cases and practical insights.
where the local customer care industry is heading.
new ways to improve productivity and team culture.
clever workshop, share ideas and get answers straight from the niche experts
great networking and strategic talks in an unconventional conference setting.
the rewards of face-to-face interaction and recharge at our cocktail gathering.
how innovation can work for your customer care team, not against it.
the customer care industry, and genuinely support your community.