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SCS Winter Series 2021 – Future of Customer Engagement

December 7, 2021 - March 3, 2022

Virtual Event Virtual Event
Free – €199,00

The future is coming. Fast.

Together with great minds from smart companies all around the world, we’re exploring ways to turn change into action in a day packed full of insights and knowledge.

Winter Magic

The Winter 2021 SmartCom Summit Series will be bigger and better than ever (if we do say so ourselves) with 50+ speakers, 30+ inspiring sessions, talk shows, round table discussions, panels, and masterclasses focused on the subject of customer engagement. As we realize everybody is busy these days, we’ll publish the sessions over a period of 10 weeks, so there’s something inspiring and interesting to see every week.

If you missed it, you can still watch the Dec 7 kick-off here 👇, or individual sessions below

For this program, we rounded up business leaders, influencers, industry experts, and users to discuss a simple, but relevant question: What’s next for customer engagement in the new normal, with smart organisations investing in a hybrid workforce at massive scale?

Expect no slides but lively talks and discussions about contextual communications, conversational commerce, the impact for contact centers, opportunities for telcos, changes in the ecosystem, low-code/no-code, the role of AI, as well as leadership and organizational challenges and the growing importance and value of technology.

The SmartCom Summit 2021 Winter Series kick-off is a great way to soak up inspiration for 2022!

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Tracks

This 10 week program covers the future from every angle we could think of:  digital acceleration, the future of work, the future of business, and the future of the world we live in. After the live kick-off on Dec 7, every week more content will be published in these 4 tracks.

Hear from visionaries, industry experts and users in a combination of plenary talk shows and 4 tracks focused on general management, finance, HR, marketing/sales and tech.

No boring slide shows or product pitches, but instead lively discussions, interviews, masterclasses, and in-depth panels about the major changes we’re living through and the opportunities that arise for forward thinking organizations that want to embrace change.

 

Program Dec – Feb

Every week this Winter additional panel sessions, round table discussions, interviews, use cases and masterclasses will be added here – keep checking this space, and register to get regular updates!

MWC22 Highlights & Industry Trends

Rob Kurver, Gilbert Relou (Kaleido Intelligence Consulting)

We look at the biggest news from MWC this week. What trends do we see? What disruptions? And how does this relate to latest industry insights from Kaleido and SmartCom Summit?

Accelerating to Mobile and Cloud

Bertrand Pourcelot (Enreach for Service Providers), Javier Martin (Summa Networks)

As we move from mobile-also to mobile-first to mobile-centric, how will UC and Hybrid Work be impacted? What does this mean to the user experience? And what role will mobile operators play, how can they add value to the enterprise?

Future of IOT

Joachim de Wild (Simfony), Ajay Joseph (iBasis)

The recent acquisition of Simfony by iBasis demonstrates the growing importance of global IOT solutions in today’s digital world, but why exactly? What are the IOT use cases most impacted, what Smart Communities can we expect? And how can mobile operators benefit from this trend?

Build, Buy or Partner for MNOs and Telcos

Jan Rijk Vonk (KPN), Eddie DeCurtis (Mavenir)

With the current digital acceleration, how can operators innovate while still ensuring quality, security and reliability? How important are open source and public cloud? And who will take the lead in these new ecosystems?

The Need for Customer Focus & Inclusivity

Raluca Berchiu (Customer Experience Strategist), Olaf Mueller (Riab Telecom), Tine van Heerikhuize (BL2)

With the current focus on innovation, the customer is key. How does that challenge this industry and its leadership? Where to start with the necessary transformations? What can we expect to see next year(s)?

Modern Work – Enabling Platforms

Charles Groenhuijsen – Lisanne Brons (Microsoft) – Edwin van Buren (Enreach)

A modern workplace culture embraces technology, cares less about where and when employees get the job done and, instead, creates a culture built on mutual respect, trust and accountability to meet rising employee expectations. What challenges does this pose to collaboration technology, and how does this create new opportunities?

 

 

Keynote – Punk XL – Extended Version

Adrian Swinscoe (Punk CX, Customer Experience Advisor)

Published in 2019 Adrian described Punk CX as a visual slap in the face for the CX space. He’s back with a new book, a second album if you like, called Punk XL, and will talk about why we need to talk about eXperience Leadership. “Woah mind blown! Punk XL is non-conformingly brilliant. Strap in for a wild & transformative ride and say goodbye to your conventional customer experience mindset.” – Joseph Michelli, Ph.D. – New York Times #1 Bestselling author of book like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience

 

 

Interview Stijn Nijhuis, Entrepreneur of the Year 2021 – Extended Version

Lars van Tuin (Coolspace) – Rob Kurver (The Next Cloud) – Stijn Nijhuis (Enreach)

Enreach is an example of a European Business that adapted to the challenges of the next normal to come out better. In this interview we talk to the Founder/CEO [Stijn was awarded EY Entrepeneur of the Year award] about what drives him, the role he sees for technology, and the challenges of leading a fast growing company to some next normal.

 

 

Kick-off Livestream Dec 7, 2021

Digital Acceleration – Thriving in Challenging Times

Charles Groenhuijsen – Rob Kurver (The Next Cloud) – Remco de Kramer (Microsoft) – Enrico Karsten (Anywhere365)

Looking back at 2 years of a pandemic, what lessons have we learned and what challenges and opportunities lie ahead? What will be the drivers for success for agile enterprises?

 

 

Interview Stijn Nijhuis, Entrepreneur of the Year 2021

Lars van Tuin (Coolspace) – Rob Kurver (The Next Cloud) – Stijn Nijhuis (Enreach)

Enreach is an example of a European Business that adapted to the challenges of the next normal to come out better. In this interview we talk to the Founder/CEO [Stijn was awarded EY Entrepeneur of the Year award] about what drives him, the role he sees for technology, and the challenges of leading a fast growing company to some next normal.

 

 

Modern Work – The Hybrid Opportunity

Charles Groenhuijsen – Lisanne Brons (Microsoft) – Joost Jetten (Logitech)

A modern workplace culture embraces technology, cares less about where and when employees get the job done and, instead, creates a culture built on mutual respect, trust and accountability to meet rising employee expectations. What challenges does this pose to collaboration technology, and how does this create new opportunities?

 

 

Modern Work – Masterclass Personas

Marcel Timmer (Poly) – Sebastiaan Hoogstadt (Poly)

Learn how an outside-in approach to people and roles leads to smarter investments in the hybrid workplace.

 

 

Customer Engagement – The Next Normal

Charles Groenhuijsen – Enrico Karsten (Anywhere365) – Anne Bakker (Enreach) – Jasper Maters (AudioCodes) – Gert-Jan Huizer (Mavenir)

What’s next for customer engagement in the new normal, with smart organisations investing in a hybrid workforce at massive scale? How are customers interacting with brands, and what role do bots and AI play to optimize customer engagement?

 

 

Keynote – Punk XL

Adrian Swinscoe (Punk CX, Customer Experience Advisor)

Published in 2019 Adrian described Punk CX as a visual slap in the face for the CX space. He’s back with a new book, a second album if you like, called Punk XL, and will talk about why we need to talk about eXperience Leadership. “Woah mind blown! Punk XL is non-conformingly brilliant. Strap in for a wild & transformative ride and say goodbye to your conventional customer experience mindset.” – Joseph Michelli, Ph.D. – New York Times #1 Bestselling author of book like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience

 

 

Digital Acceleration – Leading Innovation in Ecosystems

Charles Groenhuijsen – Rob Kurver (The Next Cloud) – Remco de Kramer (Microsoft) – Anne Bakker (Enreach) – Sebastiaan Hoogstadt (Poly)

What lessons can agile enterprises learn from digital natives and high tech companies? What are keys to success and where to start?

 

 

Speakers

Expect to hear from the following thought leaders and industry experts, and more.

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