Customer Contact Congress 2021

The Customer Contact Score 

Speakers

 

Celine Malyster, Walhalla Branding

Celine Malyster is CEO and founder of Walhalla Branding and author of the book “Vrouw. Met Kind”. She has worked many years in the contact center sector.

Céline has presented quite few of our Congress editions. She knows the sector well and has some mad presenting skills.

 

Jan Bellaert, Möbius

Jan Bellaert is partner at Möbius Business Redesign and has a passion for supporting strategic moments in large organisations. Jan is also a valued member of the Administrative Body of Customer Contact. He was the driving force behind the most recent research studies on the value of customer contacts in times of and after Covid-19.

Jan’s break-out session on ‘The value of customer contacts in times of and after Covid-19’ starts at 10.45

Tom De Ruyck, Insites

With 100 talks per year, Tom De Ruyck’s keynotes have inspired marketing and research professionals across the globe to future-proof their way of working. He has spoken in 45 countries and on 6 continents at major business, marketing, technology and consumer insights events. Next to being Managing Partner at InSites Consulting, Tom is a teaching Professor at different business schools in Europe.

Tom’s break-out session on ‘Understanding consumers in times of crisis’ starts at 10.45

Caroline De Roose, Randstad

Caroline De Roose is president of Customer Contact, the Belgian Customer Contact Association and Customer Experience Director at Randstad. She has a strong passion for all human factors that drive CX and EX. 

Caroline’s break-out session on ‘Customer contacts in numbers in Belgium and beyond’ starts at 11.30. She will be joined on stage by Maarten Copini of NTT

Maarten Copini, NTT

Maarten Copini is CX Practice Lead for NTT in Europe. Maarten has over 20 years of experience in CX strategy, innovation and technology. As Practice Lead Europe he drives NTT Ltd.’s growth as a leader in advisory, consulting, managed and outsourced services for customer experience and intelligent business.

Maarten’s break-out session on ‘Customer contacts in numbers in Belgium and beyond’ starts at 11.30. He will be joined on stage by Caroline De Roose of Randstad

Marijke Brants, Thomas More

Dr. Marijke Brants is coordinator of the expertise cell Digital Innovations and researcher at Thomas More in the field of Artificial Intelligence. Together with Sven De Clercq she is one of the driving forces behind the Thomas More ‘Turbot’ research on the use, acceptance and value of chatbots in Belgium.

Marijke’s break-out session on ‘How chatbots are performing’ starts at 11.30. She will be joined on stage by Sven De Clercq

Sven De Clercq, Thomas More

Sven De Clercq teaches Digital Innovations and is researcher at Thomas More in the field of Artificial Intelligence. Together with Marijke Brants he is one of the driving forces behind the Thomas More ‘Turbot’ research on the use, acceptance and value of chatbots in Belgium.

Sven’s break-out session on ‘How chatbots are performing’ starts at 11.30. he will be joined on stage by Marijke Brants

Horst Remes, Onestone

Horst Remes is Managing Partner at Onestone. Horst has a background as an international sales director in the telecommunications industry and has focused exclusively on customer strategy for nearly 20 years. He has led numerous research initiatives on customer behaviour and is a valued speaker at corporate and customer experience events

Horst’s keynote session on ‘Customer Centricity: Beyond the Myths’ starts at 14.15

Prof. Dr. Lieven De Marez, UGent

Lieven De Marez is a professor ‘Media, Technology & Innovation’ & ‘User-centric innovation research’ at the department of communication sciences . He is heading the multidisciplinary research group for Media, Innovation & Communication Technologies (mict), affiliated to imec, the world-leading R&D and innovation hub in nano-electronics and digital technologies. Within imec, Lieven is the founding father of the digimeter and methodological innovator within imec’s Innovation Services Team.

Lieven’s keynote session on How Customers are using Digital Channels in Belgium starts at 15.00

Ellen Schouppe, Sport Minded

Ellen graduated as Work and Organization psychologist, did the successful transition to the elite sport world after more than 10 years of talent development within the HR business world. As a Sports Psychologist she has provided her expertise to various national teams over the past ten years, including the Belgian Cats (national basket team) and she was 1 of 2 mental coaches for Team Belgium at the Olympic Games in Tokyo.

Ellen’s keynote session on Learn to think as a Winner starts at 16.15

2021 Program

9.00: Doors open - welcome!

MORNING PROGRAM: LEARN - MEET - WORK - PLAY

10.30: Opening & Break-out sessions

10.45: Tom De Ruyck - InSites
Understanding Consumers in Times of Crisis
10.45: Jan Bellaert - Möbius
Optichannel KPI's of the future

11.30: Marijke Brants & Sven De Clercq - Thomas More
How chatbots are performing in Belgium
11.30: Maarten Copini - NTT & Caroline De Roose - Randstad 
Customer contacts in numbers in Belgium and beyond

12.15: Lunch - Meet - Work - Play

AFTERNOON PROGRAM: BE INSPIRED!

14.00: Opening keynotes

14.15: Horst Remes - Customer Centricity: Beyond the myths

15.00: Lieven De Marez - The digitizing pulse of customers

16.15: Ellen Schouppe - Learn to think as a Winner

17.00: BE SURPRISED - Happy Customers!

17.30: Networking Drink

Pricing & Registration

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