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Customer Care Conference & Expo 2024
description
Welcome to the world of Customer Care in 2024!
In today's fast-paced and constantly evolving business landscape, Customer Care has become more crucial than ever before. With the advent of new technologies and the rise of customer expectations, companies must go above and beyond to provide exceptional customer service.
Businesses must prioritize their customers' needs by adopting a customer-centric approach to their operations. This involves not only providing top-notch support services but also leveraging technology and data analytics to gain insights into customers' behavior, preferences, and needs.
The Customer Care market in 2024 is characterized by an increasing demand for personalized, omnichannel customer experiences and companies need to be able to interact with customers across multiple touchpoints, including social media, mobile devices, chatbots, and voice assistants.
topics
PEOPLEThe Empathy Algorithm
Explore strategies to intelligence Explore emotional customer interactions, especially when mediated by technology. infuse into
Mental Health in High-pressure Roles
Address the importance of mental health support for customer care professionals and create a supportive work environment.
A Culture of Continuous Learning Discover how to foster a culture that values ongoing education, adaptability, and resilience.
BUSINESS
The ROI of Exceptional Customer Service
Identify key performance indicators that link CS excellence to measurable business outcomes.
From Feedback to Action
Best practices for gathering, analyzing, and acting on customer feedback to improvement.
Reputation Building in the Digital Age
Strategies for maintaining customer trust and brand integrity during transformative times.
TECHNOLOGY
Enhancing Human Touch
AI will be used to support rather than replace human interactions in customer service.be used to support rather than replace human interactions in customer service.
The Omni-channel Revolution
Strategies for integrating customer drive continuous service channels to provide a cohesive and responsive customer experience.
Emerging Tech Trends
A look at the latest technologies, and their amazing potential for customer care applications
general business areas
BPO | Telecom | Insurance | IT&C | Banking | Healthcare | FMCG & Retail | Distribution & Courier Services | Travel Services | Training & Consultancy | HR | Workplace Safety | Advertising & Media | Shared Services | ITO & Servicesspeakers
Agenda
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10:00 -11:00
Day 1 - Registration & Welcome Coffee
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11:00
Event Kick-Off
Dan Mazilu, Founder & CEO @Mediatel Data -
11:15
Care Academy - Building A Culture Of Kindness - Talk
Madalina Vilau, Managing Partner & Business Consultant @Marketing Insiders Group -
11:45
Beyond Reaction: Unleashing The Power Of Proactivity - Demo
Dan Mazilu, Adrian Mîndreanu, Bogdan Ilinca, Lidia Goliseschi @Mediatel Data -
12:25
The Future Of Work - Talk
Diana Stafie, Founder & Foresight Strategist @futureStation -
13:00 - 14:00
Networking Lunch
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14:00
The Power Of Posture – Interactive Workshop
Florin Mitran,Founder & Physiotherapist @Fiziosport Therapy -
14:30
The Future Is Now - Demo
Alin Rosca @RepsMate & Eleni Poulimenea @Genesys -
15:00
Is Human Capital Still Relevant ? - Talk
Violeta Rosu, Founder & Managing Partner @Bluepoint -
15:30
Networking Coffee Break
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16:00
A I - Powered Customer Experience Offered By AWS - Demo
Andrei Florean, Customer Success Manager @Dendrio -
16:30
Chatting With Chat GPT & Great Passionate Talents! People Focus In An AI World- Talk
Alexandra Ilie, Head of Advisory Contact Center @ING Bank Romania -
10:00
Day 2 - Registration & Welcome Coffee
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10:30
Be Real, Seal The Deal With Your People - Talk
Armina Dobrica, Founder & Coach @Rookeyz -
11:00
Lessons For A Thriving Workplace- Talk
Sorin Ropotan, Organizational Health Psychologist -
12:00
A Taste Of Mindfulness As A Superpower - Interactive Workshop
Daniela Pavlovici, Coach, Mindfulness Teacher & Facilitator -
12:30
Networking Lunch
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13:30
Boost Engagement Through Gamified Wellbeing Experiences - Demo
Radu Carlig, Cristi Minica, Daniel Deaconu @Wellnessentially -
13:50
Innovate, Improve, Inspire: The Kaizen Way - Talk
Edmona Popa, Business Consultant, Managing Director -
14:20
Ccc Of The Future: Be Curious. Be Open. Act Now. - Talk
Alina Pencu, CCC Manager SEE @Schneider Electric
Why to attend
Discover the empathy algorithm and learn how to leverage emotional intelligence in digital interactions, a key differentiator.Link customer service to business performance and understand how CS translates into measurable business success.
Cultivate a culture of continuous learning and explore strategies to instill a mindset of continuous improvement in your team.
Turn feedback into strategic action and discover best practices for effectively gathering, analyzing, and acting upon customer feedback to enhance service and drive business growth.
Integrate AI without losing the human touch and discover how AI and technology can enrich human interactions rather than replace them.
Master the omni-channel experience and dive into the strategies for creating a seamless customer service journey across multiple platforms, meeting customers where they are.
Stay ahead with emerging tech trends by glimpsing into the future with the latest trends and their applications in CS.
Prioritize mental health & resilience and gain insights into creating a more supportive environment.
Build & maintain a strong digital reputation by accessing strategies for enhancing your brand's reputation in the digital age.
Empower your community by contributing to the collective growth and innovation of the customer care community, fostering an industry culture of collaboration and shared success.