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Unlocking the Value of Customer Feedback

Insights from:

  • Text Analytics/ Voice of the Customer Projects
  • Call Center Analytics
  • Website Instrumentalization

11th June 2019 | 09:30
"Kostis Palamas" Cultural Center

Co-Organizer

Analytical View

Any business that wishes to provide advanced Customer Experience, as well as relevant, valuable and actionable insights, needs to utilize Text Analytics for mining Voice of the Customer feedback and complaints, while in parallel navigate the Customer Journey through a 360-degree view.

There is a proliferation of unstructured data laying in different sources and coming into organizations through a variety of channels. Today, customers are voicing their preferences, problems, concerns, issues and accolades in the form of customer feedback, survey responses, social media conversations, blogs, documents and more. However, going manually through the haystack to find the needle is an insurmountable, unrealistic task to complete.

Analytics is now commonly recognized as a need to improve business decisions and insights as well as to drive more efficient operations. Text Analytics comes into play by adding depth, meaning, and intelligence to any organization’s most underutilized resource - The Text - unlocking enormous valuable information.

Participation is for free. Don't miss the opportunity to meet the Experts.
Registration is required.


Under the auspices of:

eiep
Hellenic Institute of Marketing
Hellenic Management Association EEDE

Agenda

Voice of the Customer, Customer Experience Manager - Piraeus Bank 
09:30 - 10:00

Registration & Welcome Coffee

10:00 - 10:15

Opening Speech

Nikos Tsekouras, General Manager - Analytical View
Nikos Peppas, Regional Director - SAS Greece & Eastern Europe

10:15 - 10:35

Using Analytics to boost Emotional Intelligence and optimize Customer Experience

  • Konstantinos Mpahas, Head of Customer Advisory - SAS Greece & Eastern Europe
Voice of the Customer
10:35 -  10:50

Voice of the Customer Project: From Vision to Execution

  • Stamatis Karathanasis, Director of Professional Services - Analytical View
10.50 –  11:20

Voice of the Customer Use Cases:

  • Papastratos: Capturing the Essentials for efficient Customer Experience
    Efi Drosou
    , Customer Experience VOC Manager - Philip Morris International (invited)

  • National Bank of Greece: Making Unstructured Data actionable for Optimizing Customer Experience
    Manolis Syllignakis,
    Head of Retail Banking Customer Analytics & Campaigns - National Bank of Greece
11:20 - 11:35

Coffee Break & Networking

Call Center Analytics - Use Cases
11:35 -  11:55- Optimize Customer Care Operations
Reduce Average Issue Handling Time & Repeat Faults through Text Analytics & Process Mining
- Improve Customer Experience
Better understand customer feedback on service through Text & Sentiment Analytics, optimize customer journey scenarios & messaging. 
- Generate Additional Insights for Customer Experience Management
Better understand customer churn or offer refusal reasons through Text Analytics & Data Mining Early identification of competitive threats
- Customer Channels Optimization
Forecast how many resources are needed by location & time for care centers through statistical forecasting Optimize staff schedules and rotation.
  • Dorian Hodorogea, Sr Business Solutions Manager - SAS Romania
Customer Intelligence 360 - Reacting
11:55 -  12:15

Easy Webpage Instrumentalization for capturing the browsing behavior with SAS CI 360
-Customer data enrichment for outbound campaigns
-Model building on top of behavior data
-Reporting and customer path analysis.
-Design and optimize a true customer journey

  • Silia Sideri, Associate Systems Engineer - SAS Greece
Panel Discussion
12:15 -  13:15
Moderator: Markos Fragkoulopoulos, Deputy General Sales & Marketing Director - Interamerican
  • Fotis Antonopoulos, Group Chief Innovation Officer - DPG Group of Companies (confirmed)
  • George Mpitinis, Customer Lifetime Value Management Senior Manager, Fixed & Mobile - Cosmote (confirmed)
  • Nancy Zachariadou, Voice of the Customer, Customer Experience Manager - Piraeus Bank (invited)
  • Konstantinos Mpahas,  Head of Customer Advisory - SAS Greece & Eastern Europe (confirmed)
13:15 

Lunch & Networking

** 1-1 Meetings with Experts during the Event **

Man in chair with city buildings shown behind him through the window

Kostis Palamas Cultural Center
Akadimias 48
10679, Athens

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Register now
Text Analytics: Unlocking the Value of Customer Feedback

Έχετε προφίλ SAS; Για να ολοκληρώσετε τη φόρμα αυτόματα Σύνδεση

 
 Campaign Management / Real-Time Customer Experience
 Collect, Analyze and Utilize Web and Mobile Data
 Viya Platform / Text Analytics
 Omni-channel Customer Journeys in digital and traditional outbound channels
 Call Center Analytics Use Cases
 Optimize Customer Contacts
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