An Effortless Customer Experience - Stockholm

You're invited to our join us along with your customer service peers over breakfast. We'll discuss how leading brands are using the latest best practices to achieve awesome customer service. There'll be insightful presentations, networking and most importantly coffee and croissants.

AGENDA:

8:30 - 8:50 Registration and networking over breakfast

8:50- 9:00 Introduction & welcome

9:00 - 09:30 Focussing on Customer Experience & Better Conversations

Julie Fosselius, Solutions Consultant, Zendesk

- Building better online destinations for 24/7 seamless support
- Building self-service communities
- Customer data for more meaningful conversations
- Being proactive and harnessing technology tools
- Handling complaints

09:30-10:00 The Loyalty Recipe

Johan Wallquist, Chief Customer Officer, The Service Corporation

Uber and Spotify changed industries. The business landscape is being rebuilt, and along with that comes different challenges and opportunities. We'll discuss the impacts and how to maneuver in this upgraded world.

- Understand the new business models
- Realize what proactive service, as in good service, does for the customer experience (CX) and loyal customers
- Learn about service building blocks (in-app-support)

10:00 - 10:15 Break

10:15 - 10:45 Happy Socks Case Study: A real-life example of best practice in action

Ignacio Varas, Happy Socks

This case study will cover how Happy Socks are focusing is on delivering an effortless experience at every touchpoint and discuss the technologies and key strategies their team leverage. He will show you how it worked out for Happy Socks and how their small but agile team are delivering global multi-lingual support to their customers.

10:45 - 11:00 Wrap-up & discussion