PRONOVEA

GLOBAL CX INNOVATION
SUMMIT

28 – 29 September 2022
VIENNA | ONLINE

topic highlights

  • Reimagining Customer Experience in the Metaverse
  • Creating seamless, convenient and engaging customer journeys
  • The vision of 2025: Hype personalized care and “care for one”
  • The future of CX is personalization, not over automation.
  • Moving from Reactive to Proactive customer engagement
  • Shifting the mentality towards building consumer grade UX.
  • Providing more immersive customer experiences through augmented and virtual reality (AR/VR)
  • Deploying AI to Power Your Contact Channels
  • How companies can mitigate ambiguity with AI, ML & Deep learning and provide seamless CX
  • Predictive CX platforms become the foundation to link CX to value and to build clear business cases for CX improvement.
  • Importance of consumer privacy – communicating transparently with customers

NETWORK WITH

Members of board, C-level, GMs, Senior/Global Vice Presidents, Directors, Heads of departments from different industries viz. Telecommunication, Banks & Insurance, Retail, E-commerce, Aviation, Automotive, FMCG (F&B), Pharmaceutical, Chemical & Petrochemical, Travel & Hospitality, Real Estate, IT/ITES, Utilities etc.

speakers include

Baycan KAÇAN

Director Digital Transformation & Customer Experience

Daria Tarawneh

Head of UX Design

Patricia Krall

Global Customer Experience Advisor

Melih Özgül

Head of Customer Experience and Continuous Improvement

Philippe DE BROSSARD

Global Head of Client Experience & Steering – CIB

THE VENUE

VENUE: VIENNA MARRIOT HOTEL

UNIQUE THINGS TO DO IN VIENNA​

Experience one of the world’s foremost museums! Let yourself be enchanted by works spanning five millennia, from Ancient Egypt to the modern era. Experience unique major works by Dürer, Raphael, Titian and Velázquez as well as the world’s largest collection of Bruegel paintings, all in a magnificent setting.

Many of the objects in the museum reflect Austria’s contributions to the development of modern technology. Multimedia shows and interactive experiments illustrate the dependence on technology in our daily life.

Discover the fascinating era of “VIENNA 1900” in the grand museum building on Vienna’s Ringstraße with art nouveau masterpieces of the Wiener Werkstätte by Gustav Klimt, Josef Hoffmann, or Koloman Moser. Inaugurated in 1871, the building by Heinrich von Ferstel is one of the grandest works of architecture on Vienna’s Ringstraße.

Request Full Agenda

At Pronovea we focus on delivering industry leading business conferences for our clients. Drawing on more than 20+ years of industry experience, we bring together the leading experts to provide best-in-class knowledge sharing events.

About Us

We provide must-attend conferences for decision makers in various markets

Pronovea events are the platform for professionals and businesses to connect, learn and maintain their competitive edge

What We Do

• Produce must attend conferences – both online and in person

• Bring together market experts to enable professionals to learn about the latest advancements in their field

• Provide unique networking opportunities

• Enable our clients to remain informed of new technologies in their business.

Contact Us

Mariahilfer Strasse 123, 3rd Floor
1060 Vienna – Austria

Baycan KAÇAN

Director Digital Transformation & Customer Experience

Turkcell İletişim Hizmetleri A.S.

CX Transformation journey at Turkcell

Customer needs and expectations have changed considerably, especially in last period. While digitalization comes to the fore in all sectors, companies that cannot keep up with the new order will be one step behind in satisfying their customers. So companies have to implement new CX strategies. Digitalization is one of the cornerstones of the new CX approach. Omnichannel customer experience matters more than ever. Customer journeys should be redesigned taking into account the customer centricity and contactlessness. New technologies such as AI and RPA should be blended with traditional VOC methods in order to increase customer satisfaction and decrease complains. The presentation will cover following areas:

  • Digital Transformation
  • Omnichannel approach
  • Customer centric & contactless jouneys
  • New technologies: AI, RPA examples
  • VOC Programme examples

Daria Tarawneh

Head of UX Design

Amazon Web Services (AWS)

Enterprise products are complex and often loaded with features and functionality to meet diverse needs of different clients. Current market trend is geared towards creating solution enterprises that are consumer grade. In this talk, we will show how UX at Amazon is structured and how we build products. The presentation will cover following key areas:

  • The meaning of enterprise UX and how we shifted the mentality towards building consumer grade UX.
  • How UX work with products in Amazon
  • Working backwards process and how products are built in Amazon

Patricia Krall

Global Customer Experience Advisor

SAP Switzerland AG

Reimagining Customer Experience in the Metaverse

Since Facebook announced its Metaverse mission and changed its company name to “Meta”, there has been a lot of buzz around the Metaverse concept. However, the concept of Metaverse is not new. In fact there are a lot of platforms offering immersive customer experiences thanks to technologies such as virtual reality and augmented reality. We will explore in more detail what are some of the challenges but also opportunities for companies to reimagine their customer experience in the Metaverse. The presentation will cover following main areas:

  • Definition of Metaverse
  • Customer Experience and the Metaverse
  • Challenges & Opportunities including case examples
  • Recommendations how to reimagine your Customer Experience

Melih Özgül

Head of Customer Experience and Continuous Improvement

Metro Türkiye

Connecting the dots around customer centricity in a retail industry (Continuous Improvement, CX and Service Design)

  • Using Continious Improvement methodology as a robust tool for securing best experiences to be delivered
  • Transforming customer centric culture through end to end customer experience strategy
  • Creating wow moments through service design approach
  • Creating seamless, convenient and engaging customer journeys

 

Philippe DE BROSSARD

Global Head of Client Experience & Steering - CIB

Societe Generale

Reaching a new target offer on Client Experience

We answer the need of customers in Corporate & Investment Banking

The case study will cover following main areas:

  • The role and influence of OCRM (Operational Client Relationship Manager)
  • Vendor Technologies and Scalable Deliveries
  • Setup of OKR (Objectives & Key Results)