88% European companies think they offer excellent Customer Care services; just 8% of their clients believe the same 

Cristina Blanaru Business, Events, Marketing

Conference Arena, member Marketing Insiders Group, organizes the 11th edition of Customer Care Conference and Expo, business event that brings into the spotlight innovative instruments to make the niche industry more efficient. The event is scheduled to take place on March 25-26, at JW Marriott Bucharest Grand Hotel.

The constant evolution of the business competitive instruments is accelerating the need of a strategic change as an imperative to survive in the Romanian local business environment. That is why 2015 is the moment for a reorganization of the business process, with innovative changes to be seen in the customer care industry.

At European level, the interaction with clients will represent one of the main elements for a brand’s development, with 7 out of 10 business leaders saying that customer service industry is critical to evolve in business. The fact that 88% European companies think their customer experience is excellent, while only 8% of their customers share the same opinion shows that a significant adjustment is needed for internal and external business mechanisms. The customer care agents will be “human” again, solving clients’ demands and offering them proactive consulting.

Romania gathers more and more attention when it comes of optimum support for customer experience, ranking 25th in an attractiveness top related to providing IT&C services, with a clear advantage over Hungary, Czech Republic and Slovakia.

Starting from those insights useful in business and not only, Conference Arena is organizing the 11th edition of Customer Care Conference and Expo, the most influential educational and networking platform in Romanian customer care sector.

The professionalism and involvement of the local customer community positioned Romania on the map of the most important strategic BPO players from all over the world. The key of this performance is also at the foundation of Customer Care Conference & Expo, continuous re-invention of work instruments and the adaptation to the global dynamics though mindset and relevant technologies, for over a decade

Madalina Vilau

Managing Director, Marketing Insiders Group & founder Conference Arena.

 

For 2 days, participants from multiple industries (telecom, pharma, retail, energy, insurances, finances, auto etc.) will access top know-how and strategic networking, having direct access to key-people in the industry and to valuable specialized information.

Event’s agenda includes subjects like: international trends with focus on obtaining an efficient synergy between processes, human resources and technology, optimization of business processes’ management through the newest  tactics of competitive intelligence, optimization of the business process through intelligent competitive tactics, modern systematic strategies and many others.

Among the speakers are local and international renown experts like

  • Vincent Vanden Bossche, General Manager, Call Communications.eu,
  • Mihaela Predica, Head of Product Management at ING Bank (Retail) Romania,
  • Roxana Serban, Partner Manager, Sunrise Communications
  • Apostolos Kemos, Sales Director for South East Europe & Israel, Genesys.

The event is supported by Competence Call Center (Gold Partner), Mediatel Data, Genesys, Intrarom and DHL Express Romania (Silver Partners). The media partners are Call Center Verband Deutschland, mediaTRUST, Doingbusiness.ro, Kompass, Marketing Portal, Manager.ro, AdHugger, Profit 360, Catalog-cursuri, Promo afaceri, Learning Network, Romania Libera, 9AM, Jurnalul de Afaceri, Orasul Meu, Contact Center Magazine.

During the 2nd day of the conference, Conference Arena invites the business public to the 7th Gala Romanian Contact Center Awards, annual awards ceremony recognizing customer professionals who achieved remarkable results