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.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
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.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
Speakers
Sample of Keynote Speakers and their Case Studies
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.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
CASE STUDY
Careless Humans Make Excellent Dinner for AI — a Guide for Digital CX Shepherds
In this segment, the discussion will focus on how to incorporate AI into CX service design, leveraging the strength of technological development alongside the inherent need for personal experience. In addition, we will cover the broader role the CX team can — and should — play in advancing AI across the organisation.
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
- 01How to maintain a Human-Centric CX view when designing an AI strategy?
- 02What do Machines do well, what do Humans do well, and why do we need both?
- 03Garbage in, garbage out — the Human role in ML training
- 04The role of product teams and AI in product development
CASE STUDY
Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01How can a company continuously increase the customer experience in its contact centre by bringing new dimensions of creating higher customer satisfaction and making its own employees even happier?
- 02Katalin will talk about what her perceptions were at the moment of starting and what pain points elimination and solutions in service channels based on the voice of the customer she was looking for both on the customer side and on the increasing employee satisfaction side. What new solutions did she bravely start experimenting with?
- 03In the presentation, you will also hear about where Telekom HU’s contact centre is located on this expedition, and what connections were made between the new operating model and the increase in customer satisfaction on an even higher level
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Empathy, Efficiency and AI: Transforming Customer Experience for Tomorrow
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
- 01Customer Effort Score (CES): Unlocking its true potential as a powerful yet overlooked KPI for sustainable customer satisfaction
- 02Real-Time vs. Post-Call Analytics: Strategies for proactively identifying and solving customer pain points instantly
- 03AI as a Guardian: How advanced analytics and AI-driven conversation intelligence effectively detect and mitigate fraud risks in real time?
- 04Frontline Motivation: Balancing managerial oversight with empowering agents through targeted coaching, analytics-driven feedback, and motivational frameworks
- 05Cost Optimisation without Compromise: Innovative strategies for reducing costs without negatively impacting customer experiences
- 06Future-Ready Contact Centres: Navigating toward AI-driven, highly personalised, and proactive customer engagement models
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
More Efficient Customer Service — Beneficial for Both the Company and Customers
Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.
- 01Efficient growth with smaller costs in Customer Service
- 02Increasing customer satisfaction through digitalisation
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Engineering the Future: Harnessing the Power of AI to Drive Business Growth
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
- 01AI in Business Operations: Automating repetitive tasks, improving efficiency, and unlocking new revenue streams with AI-driven insights
- 02Model Catalogue: Accelerating AI adoption with a diverse library of pre-built models, enabling rapid deployment and customisation for various business needs
- 03Finetuning Tools: Enhancing model accuracy and performance by tailoring AI solutions to industry-specific challenges, ensuring better results and increased ROI
- 04Responsible AI Tools: Ensuring ethical AI usage with bias detection, transparency, and regulatory compliance to build trust and sustainability in AI-driven solutions
By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.
CASE STUDY
Careless Humans Make Excellent Dinner for AI — a Guide for Digital CX Shepherds
In this segment, the discussion will focus on how to incorporate AI into CX service design, leveraging the strength of technological development alongside the inherent need for personal experience. In addition, we will cover the broader role the CX team can — and should — play in advancing AI across the organisation.
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
- 01How to maintain a Human-Centric CX view when designing an AI strategy?
- 02What do Machines do well, what do Humans do well, and why do we need both?
- 03Garbage in, garbage out — the Human role in ML training
- 04The role of product teams and AI in product development
CASE STUDY
Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01How can a company continuously increase the customer experience in its contact centre by bringing new dimensions of creating higher customer satisfaction and making its own employees even happier?
- 02Katalin will talk about what her perceptions were at the moment of starting and what pain points elimination and solutions in service channels based on the voice of the customer she was looking for both on the customer side and on the increasing employee satisfaction side. What new solutions did she bravely start experimenting with?
- 03In the presentation, you will also hear about where Telekom HU’s contact centre is located on this expedition, and what connections were made between the new operating model and the increase in customer satisfaction on an even higher level
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Engineering the Future: Harnessing the Power of AI to Drive Business Growth
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
- 01AI in Business Operations: Automating repetitive tasks, improving efficiency, and unlocking new revenue streams with AI-driven insights
- 02Model Catalogue: Accelerating AI adoption with a diverse library of pre-built models, enabling rapid deployment and customisation for various business needs
- 03Finetuning Tools: Enhancing model accuracy and performance by tailoring AI solutions to industry-specific challenges, ensuring better results and increased ROI
- 04Responsible AI Tools: Ensuring ethical AI usage with bias detection, transparency, and regulatory compliance to build trust and sustainability in AI-driven solutions
By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.
CASE STUDY
Empathy, Efficiency and AI: Transforming Customer Experience for Tomorrow
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
- 01Customer Effort Score (CES): Unlocking its true potential as a powerful yet overlooked KPI for sustainable customer satisfaction
- 02Real-Time vs. Post-Call Analytics: Strategies for proactively identifying and solving customer pain points instantly
- 03AI as a Guardian: How advanced analytics and AI-driven conversation intelligence effectively detect and mitigate fraud risks in real time?
- 04Frontline Motivation: Balancing managerial oversight with empowering agents through targeted coaching, analytics-driven feedback, and motivational frameworks
- 05Cost Optimisation without Compromise: Innovative strategies for reducing costs without negatively impacting customer experiences
- 06Future-Ready Contact Centres: Navigating toward AI-driven, highly personalised, and proactive customer engagement models
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
More Efficient Customer Service — Beneficial for Both the Company and Customers
Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.
- 01Efficient growth with smaller costs in Customer Service
- 02Increasing customer satisfaction through digitalisation
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Careless Humans Make Excellent Dinner for AI — a Guide for Digital CX Shepherds
In this segment, the discussion will focus on how to incorporate AI into CX service design, leveraging the strength of technological development alongside the inherent need for personal experience. In addition, we will cover the broader role the CX team can — and should — play in advancing AI across the organisation.
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
- 01How to maintain a Human-Centric CX view when designing an AI strategy?
- 02What do Machines do well, what do Humans do well, and why do we need both?
- 03Garbage in, garbage out — the Human role in ML training
- 04The role of product teams and AI in product development
CASE STUDY
Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction
In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.
- 01How can a company continuously increase the customer experience in its contact centre by bringing new dimensions of creating higher customer satisfaction and making its own employees even happier?
- 02Katalin will talk about what her perceptions were at the moment of starting and what pain points elimination and solutions in service channels based on the voice of the customer she was looking for both on the customer side and on the increasing employee satisfaction side. What new solutions did she bravely start experimenting with?
- 03In the presentation, you will also hear about where Telekom HU’s contact centre is located on this expedition, and what connections were made between the new operating model and the increase in customer satisfaction on an even higher level
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Empathy, Efficiency and AI: Transforming Customer Experience for Tomorrow
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
- 01Customer Effort Score (CES): Unlocking its true potential as a powerful yet overlooked KPI for sustainable customer satisfaction
- 02Real-Time vs. Post-Call Analytics: Strategies for proactively identifying and solving customer pain points instantly
- 03AI as a Guardian: How advanced analytics and AI-driven conversation intelligence effectively detect and mitigate fraud risks in real time?
- 04Frontline Motivation: Balancing managerial oversight with empowering agents through targeted coaching, analytics-driven feedback, and motivational frameworks
- 05Cost Optimisation without Compromise: Innovative strategies for reducing costs without negatively impacting customer experiences
- 06Future-Ready Contact Centres: Navigating toward AI-driven, highly personalised, and proactive customer engagement models
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
More Efficient Customer Service — Beneficial for Both the Company and Customers
Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.
- 01Efficient growth with smaller costs in Customer Service
- 02Increasing customer satisfaction through digitalisation
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Engineering the Future: Harnessing the Power of AI to Drive Business Growth
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
- 01AI in Business Operations: Automating repetitive tasks, improving efficiency, and unlocking new revenue streams with AI-driven insights
- 02Model Catalogue: Accelerating AI adoption with a diverse library of pre-built models, enabling rapid deployment and customisation for various business needs
- 03Finetuning Tools: Enhancing model accuracy and performance by tailoring AI solutions to industry-specific challenges, ensuring better results and increased ROI
- 04Responsible AI Tools: Ensuring ethical AI usage with bias detection, transparency, and regulatory compliance to build trust and sustainability in AI-driven solutions
By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.