Conor Neil
President, Vistage Spain

Expertise: Leadership Communications / Coaching / Persuasion, the art of Moving People to Action

Date and time: Coming Soon

With tens of millions of views to his name, Conor Neil is a recognised expert when it comes to communication and leadership. In this session, you will learn about how leadership now is about asking good questions, trusting your teams and encouraging experimentation. Conor will discuss how anyone and any company can activate greater leadership at all levels- whether this is an agent in a contact centre, a shop assistant or a senior board member.

Adrian Swinscoe

Best-selling author and CX Guru

Expertise: 

Date and time: Coming Soon

In a punchy, colourful and no nonsense way, Adrian will explore and unpick some of challenges businesses are facing, what they can do to surmount them, how they should approach these challenges as they look to survive and thrive and what a market leading customer experience may look like.

 Learnings/takeaways:

• The key questions that CX leaders need to be asking themselves right now if they are to stay relevant and valuable.
• An insight into what customers really want and what brands should be doing about it
• The experience achilles heel that most organisations have

Jo Causon
CEO, The Institute of Customer Service

Language: ENG

Expertise: Customer service / Employee engagement / Organisational performance / Service strategy

Type session available: Max. 5 companies + 100 passive attendees

Date and time: July 30th / 11:30 - 12:30 CET (English)

Jo, CEO of The Institute of Customer Service since 2009, brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the boardroom agenda. In this session, our audience learnt what organisations need to do to implement future-proof customer service strategies, how to manage customer expectations during unprecedented business change and examples of the new services that organisations can take forward

Martin Newman
Founder Customer Service Action

Language: ENG

Expertise: Customer service / Customer behaviour / Change / Customer centric strategy

Type session available: Max. 5 companies + 100 passive attendees

Date and time: July 22nd / 14:00 - 15:00 CET (English)

Martin is the Consumer Champion and founder of Customer Service Action. His bestselling book '100 Practical Ways to Improve Customer Experience' is considered as definitive within the sector. In this session, our audience learnt how consumer behaviour has been affected by the Coronavirus pandemic, and what changes will be temporary and what will be permanent. Martin focused on what business needs to do to be truly customer centric and create an environment that is both safe for customers as well as being experience-focused to re-engage with an organisation's target audience.

Martin Hill Wilson
Customer Service, CX & AI Engagement strategist

Language: ENG

Expertise: Customer engagement/ Omnichannel strategy/ Quality management/ AI driven customer service

Type session available: Max. 5 companies + 100 passive attendees

Date and time: July 8th / 14:00 - 15:00 CET

Martin is a recognized Customer Service, CX & AI Engagement strategist and facilitator. With his impressive track record, he is a well-known keynote speaker and chair for contact center and customer engagement conferences. He also runs masterclasses and transformation frameworks on omni-channel contact strategy, customer based quality management, emotive CX for Customer Interaction and AI driven customer service. Martin is also co-author of the critically acclaimed book Delivering Effective Social Customer Service.