Roundtable 1. What is the long term impact of process automation on customer service employees and customers?
Stephanie Wright, Head of Customer Service & Control Tower, Henkel
Roundtable 2. How to develop KPI and customer service metrics to increase the performance of your OTC processes
Matthias Arzner, Head of OTC, Archroma
Roundtable 3. How to organise workload between your part and full time customer service teams that aligns with business targets and customer demands
Andrea Tietze, Head of Customer Service, Evonik
Roundtable 4. Centralised versus decentralised customer service departments: Which model can address internal customer service challenges better?
Roundtable 5. How to centralize a complaint entry process in order to reduce the processing time and increase the operational performance of the department
Emilie Andrien, Customer Care Manager EMEA, DSM Engineering Plastics B.V.
· What are the key success factors to enhance the customer journey?
· All about people: How to ensure that your customer service transforms into customer excellence teams in order to stay proactive and dedicated to drive value for customers
· Is automation and digital technology a cost saving tool or an opportunity to save time for customer value activities?