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Conference

Customer Service

21 - 22 Sep 2021Add To Calendar
Radisson Blu Seaside, Helsinki, Finland
AboutFollowers 45ExhibitorsSpeakers 25ReviewsPhotosTravel Deals

Customer Service Sales brings together the most interesting topics and experts in the field of customer service and experience today. It offers you to hear keynote speeches on major phenomena in customer service and change, concise expert presentations, and concrete case stories about successes and challenges.


Timings

09:00 AM-06:00 PM (expected)
Not Verified

Entry Fees

Paid Ticket Starts from 1045 EUR View Details

Estimated Turnout

500 - 1000
Delegates
Based on previous editions

Category & Type

Conference
Business Services

Editions

Sep 2021 Interested
+8 more editions

Frequency Annual

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Alma TalentRenowned

Sweden47 Total Events / 6 Upcoming Events
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Schedule & Agenda

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Tue, 21 Sep 08:30 AM - 08:50 AM Registration
Registration and morning coffee
Tue, 21 Sep 08:50 AM - 09:00 AM Session
The remote connection opens for remote participants
Tue, 21 Sep 09:00 AM - 09:10 AM Session
Welcome! Opening by the chairman
Henna Ojala
Henna Ojala Director of Marketing and Communications
Tue, 21 Sep 09:10 AM - 10:00 AM Session
Keynote: How technologies are shaping future customer service and the customer experience
How will new technologies affect tomorrow's customer service and customer experience?How should new technologies be ap...continue reading
Iivari Airaksinen
Iivari Airaksinen Business Designer & Director
Tue, 21 Sep 10:00 AM - 10:50 AM Session
A better customer experience by understanding the brain and its reward systems
How does understanding the brain create a stronger customer understanding and experience?How can social neuroscience b...continue reading
Teemu Vornanen
Teemu Vornanen Brain Expert
Tue, 21 Sep 10:50 AM - 11:10 AM Break
Coffee break
Tue, 21 Sep 11:10 AM - 12:00 PM Session
Case Telia: The shared responsibility and leadership operating model serves as a growth platform for self-direction
How did we implement a challenging management model change in the customer service environment?How was the change refl...continue reading
Nina Stellberg
Nina Stellberg Business Coach, Change Coach
Sampsa Korkiakoski
Sampsa Korkiakoski Business Coach, Change Coach
Tue, 21 Sep 12:00 PM - 01:00 PM Lunch
Lunch
Tue, 21 Sep 01:00 PM - 01:50 PM Session
Case Lindström: Building a digital customer experience in a 170-year-old organization
Customer, employee or process above?Unifying the customer service concept in different countries and continents...continue reading
Riikka Hirvikallio
Riikka Hirvikallio Head of Customer Care & Customer Service Conc..
Tue, 21 Sep 01:50 PM - 02:10 PM Break
Wellness break
During the break, there will be an approximately 10-minute posture-improving break exercise suitable for both live and remote participants....continue reading
Tue, 21 Sep 02:10 PM - 03:00 PM Session
Case Finnair: Digitization of customer service
The customer experience is always about the customer and his needs, but only a few customers want to be in touch with customer ...continue reading
Taina Kunelius
Taina Kunelius Head of Before and After Journey CX
Tue, 21 Sep 03:00 PM - 03:45 PM Session
Keynote: Selling value in customer service
What do customers expect from today’s vendors and customer service representatives?A change in the purchasing behavior...continue reading
Tue, 21 Sep 03:45 PM - 03:55 PM Session
Chairman's summary
Tue, 21 Sep 03:55 PM - 03:55 PM
The seminar day ends
Wed, 22 Sep 08:30 AM - 08:50 AM Registration
Registration and morning coffee
Wed, 22 Sep 08:50 AM - 09:00 AM Session
The remote connection opens for remote participants
Wed, 22 Sep 09:00 AM - 09:10 AM Session
Welcome! Opening by the chairman
Henna Ojala
Henna Ojala Director of Marketing and Communications
Wed, 22 Sep 09:10 AM - 10:00 AM Session
Keynote: How do you lead the customer experience from a brand perspective?
A customer experience that delivers on the promise of valueHow do you invest in brand-facing customer encounters?...continue reading
Salla Seppä
Salla Seppä Customer experience manager
Kirsti Laasio
Kirsti Laasio CXO, Partner, Advisor, Board Professional
Wed, 22 Sep 10:00 AM - 10:50 AM Session
Case Telenor: Chatbot Telmi - the machine that cares
How does Telenor Norway work to enhance chatbot conversations to create value for both the customer and Telenor?How to...continue reading
Morten Lossius
Morten Lossius Senior Content Developer & AI Trainer
Wed, 22 Sep 10:50 AM - 11:10 AM Break
Coffee break
Wed, 22 Sep 11:10 AM - 12:00 PM Session
Keynote: Think like a mentalist - the psychological tools of customer service
Jose Ahonen
Jose Ahonen Mentalist
Wed, 22 Sep 12:00 PM - 01:00 PM Lunch
Lunch
Wed, 22 Sep 01:00 PM - 01:50 PM Session
Case Matkahuolto: What happened when we asked customers for criticism in public?
No barking wound tea campaign goalsWhat were we waiting for, what surprised?Utilizing critical feedback in th...continue reading
Johanna Haanpää
Johanna Haanpää Director of Customer Experience and Marketing
Wed, 22 Sep 01:50 PM - 02:10 PM Break
Coffee break
Wed, 22 Sep 02:10 PM - 03:00 PM Session
Case Finnish Immigration Service:
How can the information be utilized to ensure that no one falls off the customer path?Immigration processes are being ...continue reading
Harriet Mallenius
Harriet Mallenius Customer relationship manager
Wed, 22 Sep 03:00 PM - 03:45 PM Session
Keynote: T he skills in challenging customer situations
Emotions are at the heart of the customer experience - but what emotions?How should you feel the feelings of a dissati...continue reading
Jarkko Rantanen
Jarkko Rantanen Psychologist, non-fiction writer, coach
Wed, 22 Sep 03:45 PM - 03:55 PM Session
Chairman's summary
Wed, 22 Sep 03:55 PM - 03:55 PM
The seminar day ends

Visitor Ticket Price Buy Now

Visitor/General
1395 EURPrivate sector
1045 EURPublic sector
1395 EURStream, private sector
1045 EURStream, public sector
60.16186124.924500

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Radisson Blu Seaside

Gräsvikskajen 3, 00180 Helsingfors, Finland
Helsinki, Finland

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