Wed, Apr 24, 2024
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SCS Winter Series 2021 – Future of Customer Engagement
December 7, 2021 - March 3, 2022
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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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.
Adrian Swinscoe
Advisor & Author, Punk CX
Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now.
His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses.
Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience. He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson), published an exciting new book: Punk CX in 2019 and has just published an exciting follow up: Punk XL.
Anne Bakker
Founder @Botsquad.com
Carrie Carrasco
Expert Open Organisations @Red Hat
Charles Groenhuijsen
Journalist & Moderator
Charles Groenhuijsen is an independent writer, speaker and consultant. He has written many columns and a number of bestselling books on American culture. He has proven himself to be an excellent moderator of discussions, seminars and conferences, but also in his own right as a highly acclaimed speaker.
Charles Groenhuijsen was born in Joure, Friesland. He studied History at the University of Utrecht where he started to write articles for the University newspaper and soon afterward the National Press Agency, ANP. Groenhuijsen then went on to join one of the leading national newspapers and almost simultaneously became a fulltime reporter on Dutch national television in 1983.
Only three years later he went on to become the youngest correspondent ever to be stationed in Washington D.C. for Dutch television. As its chief correspondent, he was responsible for all the news from the United States. Then in the nineties he was anchor man of NOVA and the political programme Het Capitool, the two most important news shows on Dutch television. In 1996 Groenhuijsen returned to the United States, when he was appointed Bureau-chief for NOS tv and radio based in Washington D.C.
Edwin van Buren
CEO @Eazit (an Enreach company)
Enrico Karsten
CEO @Anywhere365
Gert-Jan Huizer
VP EMEA @Telestax
Gilbert Relou
International Telecom Strategist
Jasper Maters
Regional Sales Director Benelux & Nordics @AudioCodes
Joachim de Wild
CEO @Simfony
Joost Jetten
Head of Enterprise Benelux @Logitech
Kay Lummitsch
Digital Journeyman
Lars van Tuin
International Leadership Coach @Coolspace
Lars van Tuin, Ph.D., is a seasoned business psychologist, bringing 20 years of experience in coaching leaders of private and public organizations in Europe, North America, and Asia-Pacific. Increasing organizational agility and facilitating personal growth are at the core of his work.
His academic research and publications are on the psychology of leadership and motivation. His specific interest is in balancing governance with psychological well-being. How can a company be well-run and organized, serve a higher purpose, and benefit employee well-being and other stakeholders.
Lisanne Brons
Business Lead Modern Work & Cybersecurity @Microsoft
Nico Dammers
CEO @oneCentral
Raul Castanon-Martinez
Senior Research Analyst @451 Research / S&P Global Market Intelligence
Raúl Castañón-Martínez is a Senior Research Analyst at 451 Research, a part of S&P Global Market Intelligence, based in Boston. He focuses on business communications and collaboration technologies such as enterprise messaging, voice, bots and intelligent assistants, speech recognition and cloud communications.
Before joining 451 Research, he was a product manager at EMOSpeech, analyzing emotion recognition technology. At Comverse Network Systems, he gained significant experience in product marketing working with tier one mobile operators to define strategy, pricing and business models for voice and data products.
Raúl is widely quoted in the top tier press, including publications such as Business Insider, CIO, Computerworld, Fortune and Wired.
Remco de Kramer
Product Marketing Modern Work @Microsoft
Rob Kurver
Cloud Comms & CPaaS Strategist @The Next Cloud
Rob combines a strong technical and commercial IT background with 18 years of cloud communications experience as an entrepreneur, consultant, trainer/coach, analyst and business developer. His heart is in innovation and growth, working with scaleups and corporates to bring new technologies to market.
In 2016 he co-founded The Next Cloud because he believes the exciting world of business communications, with programmable telecoms, APIs, CPaaS and AI, is too important to leave to the Big Tech companies and deserves a local and people first approach. Optimal customer experience, new business models, but also solving our society’s real challenges by combining the strengths of corporates and innovators in new ecosystems.
Over the past 30 years Rob (co-)founded various technology companies, including one of the leading Dutch hosted voice providers (before hosted voice became the new normal). Today, he works with some of the world’s leading technology providers on innovation and growth, especially in the rapidly changing world of cloud communications.
Sebastiaan Hoogstadt
Sales Director Benelux @Poly
Stefan van Oirschot
Expert Open Transformation @Red Hat
Stijn Nijhuis
CEO @Enreach