OLAV V. STRAWE HIGUCHI

CEO Fortify Communications, Santa Clara, CA, USA Inc.
& editor of the industry magazine TeleTalk, Germany

GERRY COOLS - „Finding the right balance"

Sales Strategy & Development Manager CBU Customer Care, Belgacom, Belgium

“Contact centers have multiple priorities and managing them is a question of finding
the right balance based on 4 general axes.”

VICKY GI OURGA - „Focusing on the customer“

Vice President Customer Service, Home Shopping Europe GmbH (HSE24), Germany

“The basis of a customer service company is to concentrate all business processes
on the needs of the customer.”

BOB DUNN - „Building a customer experience that helps your customers through the
hard times and drives greater loyalty in the good times"

General Manager Customer Experience, Telefónica O2 Europe, Glasgow, UK

“How to keep existing, and attract new customers in a very competitive market
during an economic downturn”

GÖKHAN ALAKUŞ - „Establishing a Multi-Function Shared Service“

Senior Vice President, Contact Centre, DenizBank, Turkey

“Service today, vision tomorrow. Develop strategy and challenge the road map!”

JUDITH ROTT - „The customer service philosophy of TUI Germany“

Director Customer Service, TUI Deutschland GmbH, Germany

“Brand and philosophy of TUI Deutschland GmbH and value contributions of our work. How we handle complaints and assure quality”

TONIO MEIER - „Turning difficult times into opportunity by focusing on transformation“

Director Customer Service, Orange Communications SA, Switzerland

“Tomorrow's winners are those who use periods of economic slowdown to question habits, remove unnecessary investments and innovate in services that really matter for customers.”