Customer Contact Congress 2021
The Customer Contact Score
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 evolving role of Customer Service in shaping a flawless Customer Experience‘ 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’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
Eva De Bleeker, State Secretary
In 2020 Eva De Bleeker (Open VLD) was appointed State Secretary for the Budget and Consumer Protection in the federal government, led by Prime Minister De Croo. Eva acknowledges the importance and the value of customer experience. She will be working closely together with the Belgian Customer Contact Association on self-regulation and will introduce the ‘Happy Customers’ project to you.
Eva’s keynote session on Happy Customers starts at 17.00
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
The evolving role of Customer Service in shaping a flawless Customer Experience
11.30: Marijke Brants & Sven De Clercq – Thomas More
How chatbots are performing in Belgium
11.30: Maarten Copini – NTT & Caroline De Roose – Randstad
CX Benchmark & Trends in 2021 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: Special guest: Eva De Bleeker – Happy Customers!
17.30: Networking Drink
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