On Wednesday, 13th June 2018, CCC presented the 21st CCC Convention at Studio 44 in Vienna under the title
„The next dimension of Customer Experience: How innovation enables excellent customer service“,
Once again, our guests received a dynamic program of presentations, as well as an exciting opportunity to exchange with around 150 customer service experts.
In their presentations, our international speakers dealt with current industry trends and presented examples of how they realize extraordinary customer experiences in their companies.
Innovative and customer-oriented solutions in times of digitization, the successful interactions between people and technology and outstanding service quality were the focus of the 21st CCC Convention.
We would like to share with you our detailed report as well as the photo gallery of the event here:
Dr. Axel Jockwer
Consultant, interim manager, speaker, author and professor
From 2005 to 2012, Jockwer, as Marketing Director, drove the rise of HolidayCheck.com from start-up to the largest German travel portal. For several years, he has supported start-ups and other fast-growing companies in phases of change. The doctor of media history and online artist of the first hour is an estimated guest on many stages, podiums and discussion rounds on the topics of digitization, marketing and innovation.
Head of Customer Service & Interim Telesales, Shpock App | finderly GmbH, Austria
Sandra Weber joined the product recommendation platform finderly in 2012 and was one of the first team members at Shpock. Started in marketing, she has also taken over user requests and thus collected first, valuable feedback for the app. She was responsible for press relations and social media and thus for the entire external communication. Today, she is responsible for customer service and inside sales, heading a 40-person team.
Head of Customer Operations, Enel, Romania
Simona Trofin holds over 20 years of experience in customer operations and marketing, in telco and utility industry.
Previous positions include Retention Manager or Customer Operations Director, where she was responsible for the reduction of churn rate, customer satisfaction and revenue generation across multiple channels.
In her current position, among other things, she has significantly improved the quality of service in the call center and the efficiency in billing and collection.
Head of Customer Service Operations, EasyJet UK, UK
John Leighton is Head of Customer Service Operations at EasyJet. John Leighton has an international track record in establishing and managing high quality service channels. He is currently responsible for easyJet’s customer service, with the clear focus on delivering Europe’s leading customer service in the aviation industry. Previously, John was with Ooredoo, a leading telecommunications provider in Qatar, with strong teams in established and emerging markets. John also led Sitel’s UK operations with more than 1,000 employees.
13th CCC Special Award
The Hall of Fame Award went to Raj Whadwani from Canada this Year. The President of CallCenterWorld.com, the global association for Contact Center & Customer Engagement and Best Practice, has been involved in research, conferences, awards, networking events and information platforms for the customer care industry for 20 years.
The CCC Convention is an international business and customer care event and promotes the exchange of experiences among international experts.
The CCC Convention was launched in Vienna in 1998 with the goal of professionalizing and developing the image of the industry.
Today, the Convention looks far beyond industry borders every year. Keynote speeches and lively discussions provide valuable business input on international economic trends and successful business models.
Dimension Data, Zürich Versicherung, n11.com, Answear.ro, ING BANK, Lieferheld, Google, lululemon athletica, Immobilienscout24, Samsung, eBay, Plantronics, Safaricom Kenia, British Telecom UK, Media-Saturn, Sky, UPC Ungarn, Telefónica O2 Europe, TUI Deutschland, Orange Communications, DHL, Vodafone, Schweizerische Post, DaimlerChrysler, Henkel, Deutsche Telekom, Beiersdorf u.v.a.