EMEA Summit 2005
The Europe, Middle East & Africa Executive Elite Global Summit
October 16-18, 2005 • Hilton Budapest • Budapest, Hungary
Host:
ITD Hungary
Media Partners:
SITE Selection | Contact Professional
Endorsements:
American Teleservices Association | CIAC
Speakers:
Niall Andrews, SITEL; Philip Cohen, Philip Cohen Consultant AB; Roger Gloddy, MPHASIS Architecting Value; Robin Goad, DataMonitor; Csaba Killian, ITD Hungary; Dr. János Kóka, Minister of Economy and Transport Hungary; Peter Massey, Budd UK Ltd.; György Rétfalvi, ITD Hungary; Susanne Wedin-Schildt, Glocalnet
PROGRAM
Sunday, Oct. 16
5:00 - 6:00 pm — Early Bird welcome; Meet & Greet cocktails
Monday, Oct. 17
7:30 - 8:30 am — Continental breakfast
8:30 - 9:00 am — Welcome & Opening Ceremonies
Dr. János Kóka, Minister of Economy and Transport Hungary
9:00 - 9:30 am — Spotlight on Hungary — Honoring Our Host of the 2005 EMEA Executive Elite Global Summit
Csaba Killian, Strategic Investment Projects, Investment Director, ITD Hungary
9:30 - 10:00 am — Raising the Bar in the Customer Care Competition
EDS – Case Study in Strategic Partnering for Performance Excellence
What is the next revolutionary solution to raise the bar in the customer care competition? The work environments of today's contact centers are a far cry from what they appeared to be several years ago. Organizations have continually advanced and invested in new technology and equipment, improved on their procedures and strategically aligned and re-aligned business processes in the never-ending challenge to exceed their customers' expectations while staying above the competition.
10:00 - 10:15 am — Refreshments
10:15 - 11:15 am — The Evolving EMEA Hemisphere — What Does the Future Hold?
Robin Goad, Senior Analyst Contact Centers and CRM, DataMonitor
New Euro members, evolving Middle East product — and what is going on in Africa? As the EMEA market continues to evolve rapidly as a highly sophisticated and sought-after multimedia contact center and sourcing environment, the picture has become vastly more complex than it was a few years ago. Expansion into new and evolving markets, along with tried and true business locations and alliances, have business leaders constantly re-evaluating their options. Tax incentives, lower labor costs and a highly educated and motivated workforce diverse with cultures and languages, along with access to high-quality voice/data infrastructure, are all contributing factors when assessing this marketplace up-front and personal. Robin will highlight the main trends that are driving the revolution of solutions in this vast and diverse region, identify the hottest locations and describe the technology solutions that will allow you to get the most from your EMEA sourcing strategy.
11:15 - 11:30 am — Refreshments
11:30 am - 12:30 pm — Strategic Alliances: Positioning for Growth into New Markets (Outsourcing)
Peter Massey, Founding Director, Budd UK Ltd.
In the highly competitive atmosphere of today's marketplace, companies are forced to consider alternative business options. And new markets. New does not have to be synonymous with risk. Aligning yourself with the right outsource partner enables you to focus and approach the target market with a predetermined strategy practice in place, therefore minimizing the risk factors of travelling in uncharted territory. With a selection of case study examples, our presenter will take you through the steps taken to align the business and market strategies that have proven successful in partnering for strength and growth in the emerging markets of the new Eurosphere.
12:30 - 1:30 pm — Networking luncheon and Showcase
Welcome & Greeting: György Rétfalvi, CEO, ITD Hungary
1:30 - 2:30 pm — Redefining Your Business Model to Meet Industry Changes and Growth
Philip Cohen, Philip Cohen Consultant AB
Globalization ... Internationalization! This industry is forever changing, evolving and growing. As it develops so too do the demands of consumers, unions, legislators and employees. The issues of regulation privacy, do-not-call, diallers and work environment, cross-border sales and service and more are similar in many markets. What does the market expect? How will you have to adapt your business? What are the burning issues? Our speaker, with more than 15 years of experience in the regulation and self regulation of call/contact centers, will pinpoint current trends in EMEA and share an insight into what to expect from across the Atlantic and elsewhere in the world.
2:30 – 2:45 pm — Refreshments
2:45 - 3:45 pm — New Perspectives in Locating and Growing Your Service Centers
Deloitte & Touche, Fantus BLS, Director of Global Location Strategies
This interchange will be invaluable to executives looking for the most dynamic and diverse hot spots in Europe and beyond. Corporations and service agencies will discuss the latest innovative solutions that locations are putting forward to meet the needs of the industry or revitalize idle properties. Officials from the economic development community in Western Europe, Central Europe, Middle East, Africa and beyond will obtain strategic insights and an essential tactical tool kit to better analyze and strengthen their assets, generate qualified leads and attract value-added activities to their areas. Don't miss this valuable critique on the newest emerging focus markets.
4:00 - 6:00 pm — Facility Site Tours
Head out on local facility site tours of dynamic and prominent working environments, including EDS and Dataplex, focused on the contact center and shared service centers industry in Budapest — a thriving hub of activity and attractive center for project investment.
Tuesday, Oct. 18
8:00 - 9:00 am — Networking breakfast
9:00 - 10:00 am — Aligning Strategy with the Bottom Line
Susanne Wedin-Schildt, Customer Service Director for Glocalnet
Based on three actual cases from the service industry, the multi-strategy of a profitable customer service operation is presented. The cases include how to use customer service as an integrated part of the sales process to acquire and retain customers and, above all, exploit value added sales opportunities. Highlights also include evaluation of self-service solutions, when to automate and when not, to avoid value loss. Presentation builds on the rationale of the evolution curve when transforming from reactive and ad-hoc based customer service to a proactive customer value proposition in an inbound call center environment.
10:00 – 10:15 am — Refreshments
10:15 am - 12:15 pm — EMEA Consultants Forum
Transcending Borders and Spanning the Hemisphere:
Traditional Europe, New Europe, the Middle East and Africa
Facilitator: Roger Gloddy, SVP, Business Development, MPHASIS Architecting Value
Presentations, including case study offerings followed by facilitated discussion, will examine the pros and cons differentiating these unique regions. Leading consultants for location and corporate representatives will provide critical data from first hand experience of the working environments of each of these unique regions.
12:30 - 1:30 pm — Networking luncheon and Showcase
1:30 - 2:30 pm — The Latest Technology Trends Impacting Your Center's Performance Optimization
Niall Andrews, Operations Director, SITEL
VOIP, speech technology, mobility applications and their deployment... These are all technology trends that present opportunities and challenges for a successful center to provide continuous improvement in service performance, customer satisfaction and reduction in over-all operational costs. Keeping up and staying ahead of the technology curve will deliver solid value and total solutions to your customers. Our speaker will outline the key ingredients to ensuring your operation is heading in the right direction. Or better yet, leading the way!
2:30 – 2:45 pm — Refreshments
2:45 – 3:45 pm — Divergent Perspectives Forum — Survey Response & Facilitated Discussion
A survey of pertinent regional industry issues to be distributed to participants prior to Summit will be tabled and discussed.
