Clientology Huddle

Customer experience conference 2018

You are invited to our conference, which will help you think outside the box and get you back on track…Literally, because everything starts on the train! After arrival, you’ll find new inspiration, more space to grow and share your ideas.

4

inspirational speakers

6

meaningful

master classes

2

surprises

11. – 12. 6. 2018

SPEAKERS:

Kamil Jagodziński

Kiwi.com

Kamil Jagodzinski has been project manager since birth but was officially accredited by the prestigious Stanford Advanced Management Program as an adult.  With over 10 years in project management working in some of the most remote places on earth, he moved to the Czech Republic to take the helm of the project management office for kiwi.com.  Late 2017 during a period of unprecedented growth Kamil was asked to become Chief Customer Officer as his project management approach would ensure that customer supports challenges would be tackled in the most effective way.  Kamil’s beliefs are aligning company culture, organisational strategy and structure.

Etienne Yuan

IKEA Ikano Bank

Etienne Yuan is Head of Digital at IKEA Ikano Bank, with responsibility for the Development of Ikano’s Digital Channels and Digital User Experience. IKEA Ikano Bank was born out in 1995 out of IKEA’s consumer finance business, and is still owned by the founders of IKEA, the Kamprad family. Prior to joining Ikano, he has worked in tech startups, the public sector and large multinationals, such as Sony, where he has held roles in digital marketing, CRM, and general management with P&L responsibility for Sony Mobile’s Content and Services businesses globally.

Branislav Rovný

Vodafone

Branislav Rovný is transforming companies to become customer centric. Growing business through the most efficient sales force – a promoting customer. Branislav Rovný is a senior marketing and commercial director and expert in Customer Experience and Digital. With solid background in deploying various marketing mixes in both campaigns and disruptive go to market strategies. Successfully transforming business and developing new opportunities. The topics you can’t stop him talking about: Greek mythology and Bollywood films contradicted by passion for long distance swimming and rugby.

Tomáš Čupr

Rohlik.cz

A well-known progressive entrepreneur and investor, Tomáš Čupr founded successful projects DameJidlo.cz, Slevomat.cz and Rohlik.cz. Several of his projects became instant hits. He started his first work experience at factories in the UK, and today he is primarily devoted to his grocery-home-delivery business, Rohlik.cz, where he expects sales of at least CZK 2 billion this year.

MASTER CLASSES:

Gita Harkness / Clientology Institute

Will clients recognise our company values? At this Master Class we will meet real clients to ask how successful we are in translation of our values into everyday interactions with them. Let’s discuss who are real masters and how they reach their success.

Language of the Master Class – Czech language

You can register for this Master Class during signing up for the Customer Experience Conference.

Monday 14:00 - 16:15

12 out of 22 places taken 54%

Tuesday 11:45 - 14:00

11 out of 22 places taken 50%

Beáta Benediktová / Clientology Institute

What is customer satisfaction? Why care about customer experience at all? And where should we start? Let’s walk the way of CX from the very beginning to todays’ practise. Because customer satisfaction are not „free gifts“, but structured and complex brand strategy.

Language of the Master Class:

Monday morning – English language

Tuesday morning – Czech language

You can register for this Master Class during signing up for the Customer Experience Conference.

Monday 10:45 - 13:00

11 out of 22 places taken 50%

Tuesday 11:45 - 14:00

13 out of 22 places taken 59%

Alain Thys & Gabriela Teissing / Alain Thys & co., Rebel & Glory

Let’s face the new challenges in the customer experience field together! We will show you the latest visions and inspirations coming from the customer experience knowledge heaven. And in extension you will be able to see the hands on use of these innovations.

Language of the Master Class – English language

You can register for this Master Class during signing up for the Customer Experience Conference.

Monday 10:45 - 13:00

22 out of 22 places taken 100%

Monday 14:00 - 16:15

22 out of 22 places taken 100%

Tuesday 11:45 - 14:00

22 out of 22 places taken 100%

Erika Šálková / Clientology Institute

How to organise the company around the client? What is the best job description for company’s CX guru? We will lead you through the way how to implement CX in the organisational structure and help you base the best and most functional job description of your CX guru.

Language of the Master Class:

Monday morning – Czech language

Monday afternoon – English language

Tuesday morning – Czech language

You can register for this Master Class during signing up for the Customer Experience Conference.

Monday 10:45 - 13:00

16 out of 22 places taken 72%

Monday 14:00 - 16:15

12 out of 22 places taken 55%

Tuesday 11:45 - 14:00

14 out of 22 places taken 64%

Lukáš Viktora / Clientology Institute

Different channels bring different possibilities and obstacles in winning fans and ambassadors of your brand. On real examples we will identify the breakpoints of customer experience on different channels and together we will outline the channel specific repairs. As a hot bonus we will present our new Customer Journey Guide app, designed to help you in this process.

Language of the Master Class:

Monday morning – Czech language

Monday afternoon – Czech language

Tuesday morning – English language

You can register for this Master Class during signing up for the Customer Experience Conference.

Monday 10:45 - 13:00

22 out of 22 places taken 100%

Monday 14:00 - 16:15

22 out of 22 places taken 100%

Tuesday 11:45 - 14:00

22 out of 22 places taken 100%

Andrea Nuttall / Clientology Institute

In this advanced Master Class participants will work in groups to prepare CX strategy for given fictional company with help of D-Day C-level experts. In the end of the session participants will present the strategy to the board of D-Day judges. Two final strategies will get a spot in the final and get reward.

Language of the Master Class:

Monday morning – English language

Monday afternoon – Czech language

You can register for this Master Class during signing up for the Customer Experience Conference.

Monday 10:45 - 13:00

8 out of 22 places taken 36%

Monday 14:00 - 16:15

12 out of 22 places taken 55%

SPECIALS

D Day – finals

Win the finals!

Show what you got!

In the late afternoon we will meet the two winners teams from the D-Day preparation Master Classes. These selected groups will present their CX strategy in front of all CX conference participants and D-Day Finals judges. It will be a breath taking battle full of surprises and CX insights…

You will win a prize, glory and irreplaceable experience!!

Monday June 11th, 17:30 – 18:15

PROGRAM

Monday June 11th 2018

  • Conference opening
  • Speaker
    Kamil Jagodzinski & Eliška Dočkalová Kiwi.com (English with Czech translation)
  • Coffeebreak
  • Master Class II. Client experience for beginners
    Beáta Benediktová Clientology Institute (English)
  • Master Class III. CX trends and innovations
    Alain Thys & Gabriela Teissing Alain Thys & co., Rebel & Glory (English)
  • Master Class IV. One for all, all for one
    Erika Šálková Clientology Institute (Czech)
  • Master Class V. How to generate fans in retail, call centre and digital?
    Lukáš Viktora Clientology Institute (Czech)
  • Master Class VI. D Day - preparation
    Andrea Nuttall Clientology Institute (English)
  • Lunch
  • Master Class I. Meet your clients
    Gita Harkness Clientology Institute (Czech)
  • Master Class III. CX trends and innovations
    Alain Thys & Gabriela Teissing Alain Thys & co., Rebel & Glory (English)
  • Master Class IV. One for all, all for one
    Erika Šálková Clientology Institute (English)
  • Master Class V. How to generate fans in retail, call centre and digital?
    Lukáš Viktora Clientology Institute (Czech)
  • Master Class VI. D Day - preparation
    Andrea Nuttall Clientology Institute (Czech)
  • Coffeebreak
  • Speaker
    Tomáš Čupr Rohlik.cz (Czech with English translation)
  • D Day - finals
    Pavel Řehák Direct Pojišťovna
  • First day summary
  • Dinner
  • Drinks, networking

Tuesday 12. 6. 2018

  • Opening Speech
  • Speaker
    Branislav Rovný Vodafone (Czech with English translation)
  • Speaker
    Etienne Yuan IKEA Ikano Bank (English with Czech translation)
  • Coffeebreak
  • Master Class I. Meet your clients
    Gita Harkness Clientology Institute (Czech)
  • Master Class II. Client experience for beginners
    Beáta Benediktová Clientology Institute (Czech)
  • Master Class III. CX trends and innovations
    Alain Thys & Gabriela Teissing Alain Thys & co., Rebel & Glory (English)
  • Master Class IV. One for all, all for one
    Erika Šálková Clientology Institute (Czech)
  • Master Class V. How to generate fans in retail, call centre and digital?
    Lukáš Viktora Clientology Institute (English)
  • Conference closing
  • Lunch

REGISTRATION

If interested, please contact Tereza Slavíčková by phone +420 604 154 920 or email tereza.slavickova@clientology.cz.

CLIENTOLOGY PARTNER
8 900
  • CZK without VAT
  • In case of multiple tickets purchase you get 10% discount on the second and next ticket
EARLY BIRD
9 900
  • Tickets are no longer available
BASIC ADMISSION
10 900
  • CZK without VAT
  • In case of multiple tickets purchase you get 10% discount on the second and next ticket

WHERE:

KOTELNA and UHELNÝ MLÝN
Libčice nad Vltavou

Our conference will be held in the inspirational Kotelna, a newly reconstructed industrial jewel close to Prague.

Kudy k nám - Libčice nad Vltavou

OUR CONFERENCE STARTS BEFORE YOU EVEN ENTER THE TRAIN!

Cesta k nám z Prahy
How to get there:
Train from Masarykovo nádraží 32 minutes
Train from Nádraží Holešovice 22 minutes
By car from Dejvice 27 minutes

2017 edition

ORGANIZER

CONTACT

Tereza Slavíčková

tereza.slavickova@clientology.cz

+420 604 154 920

 

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