Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

Speakers

Sample of Keynote Speakers and their Case Studies

Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

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Parama Mondal

Head of Customer Service Excellence

CASE STUDY

“Voice of Customer” — The Working Model

The credit card industry has undergone significant changes over the years, driven by technological advancements, changing consumer behaviours, and regulatory developments. This presentation will trace the evolution of credit card product management, from its early days to the present, and explore the key trends shaping its future. We will discuss how product managers have adapted to new challenges and opportunities, such as the rise of digital payments, the importance of data analytics, and the increasing focus on sustainability. We will also examine the role of innovation in driving product development and enhancing the customer experience. Finally, we will look ahead to the future of credit card product management, discussing emerging trends and strategies that will shape the industry in the years to come.

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How can we utilise the voice of customers effectively to foster growth and improvement of a company?

Ann Bouchet

Head Connect2Net (Salaried Network & Customer Remote Services and support)

CASE STUDY

A Contact Centre (R)evolution: Embracing Change & Technology, Empowering Love

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

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Discover how embracing change and technology on the contact centre can empower your brand to create unforgettable customer experiences and foster “love” for your company.

Alex Huggins

Director Contact Center AI, Technology Specialists International

CASE STUDY

Conversational and Security AI in the Contact Centre

This presentation explores the evolving landscape of collaboration in the financial services industry, moving beyond traditional models. It delves into the transformative potential of coopetition, where competition and collaboration co-exist, with a specific focus on the dynamic interplay between fintechs and established banks. By exploring innovative partnerships and strategic alliances, the talk will unveil how this “beyond bricks and mortar” approach can unlock new avenues for growth, enhance customer experience, and navigate the rapidly changing financial ecosystem.

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More

Ledi Lapaj

Director of Customer Experience

CASE STUDY

Human and Thriving Customer Service

Providing excellent customer service experiences by prioritising human interaction, empathy, and personalised support. While technology, including AI and automation, plays a significant role in modern customer service, the human element remains essential for building trust, understanding customer needs, and resolving complex issues effectively.

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

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Susana D´Elia Lago

Technical Support Director

CASE STUDY

Embark on an Exciting Expedition: Leveraging Customer Feedback to Craft Exceptional Experiences

In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.

In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.

Show More
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Parama Mondal

Head of Customer Service Excellence

CASE STUDY

“Voice of Customer” — The Working Model

The credit card industry has undergone significant changes over the years, driven by technological advancements, changing consumer behaviours, and regulatory developments. This presentation will trace the evolution of credit card product management, from its early days to the present, and explore the key trends shaping its future. We will discuss how product managers have adapted to new challenges and opportunities, such as the rise of digital payments, the importance of data analytics, and the increasing focus on sustainability. We will also examine the role of innovation in driving product development and enhancing the customer experience. Finally, we will look ahead to the future of credit card product management, discussing emerging trends and strategies that will shape the industry in the years to come.

Show More

How can we utilise the voice of customers effectively to foster growth and improvement of a company?

22

Ann Bouchet

Head Connect2Net (Salaried Network & Customer Remote Services and support)

CASE STUDY

A Contact Centre (R)evolution: Embracing Change & Technology, Empowering Love

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More

Discover how embracing change and technology on the contact centre can empower your brand to create unforgettable customer experiences and foster “love” for your company.

55

Susana D´Elia Lago

Technical Support Director

CASE STUDY

Embark on an Exciting Expedition: Leveraging Customer Feedback to Craft Exceptional Experiences

In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.

In any human interaction work, such as in a contact centre, our commitment is unwavering: we transform feedback into actionable insights that propel meaningful improvements. With every interaction, our goal is to leave a lasting impression of excellence. To achieve this, we constantly explore new horizons, embracing emerging technologies, refining our emotional intelligence, and delving into various topics to craft exceptional experiences that not only meet but exceed expectations. Join us in our journey of continuous improvement and innovation as we strive to set new standards of excellence in customer service.

Show More
11

Alex Huggins

Director Contact Center AI, Technology Specialists International

CASE STUDY

Conversational and Security AI in the Contact Centre

This presentation explores the evolving landscape of collaboration in the financial services industry, moving beyond traditional models. It delves into the transformative potential of coopetition, where competition and collaboration co-exist, with a specific focus on the dynamic interplay between fintechs and established banks. By exploring innovative partnerships and strategic alliances, the talk will unveil how this “beyond bricks and mortar” approach can unlock new avenues for growth, enhance customer experience, and navigate the rapidly changing financial ecosystem.

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More
33

Ledi Lapaj

Director of Customer Experience

CASE STUDY

Human and Thriving Customer Service

Providing excellent customer service experiences by prioritising human interaction, empathy, and personalised support. While technology, including AI and automation, plays a significant role in modern customer service, the human element remains essential for building trust, understanding customer needs, and resolving complex issues effectively.

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More