An invitation to CHT Berlin from Freshdesk
Adrian is a Strategic Partner Developer at Google in Hamburg. He is member of the global Channel Sales team that aims to develop Google’s AdWords penetration in the small to medium business (SMB) segment by building strong relationships with selected partners ranging from large resellers, technology platforms to digital service start-ups. In his role he identifies new strategic partnership opportunities for Google and consults prospects how to successfully establish and scale their business.
Before joining Google Adrian was an engagement manager at Booz & Company based in Berlin, specialized in commercial due diligences, value creation strategies and transformation programs for telecom and technology companies. He has served clients around the globe from Moscow to New York and received a master degree in electrical engineering and holds an MBA from Cambridge University.
Michael founded Contiamo in 2013. Combining his tech and business backgrounds, Michael sets the vision for a very product-driven company. Prior to Contiamo he managed multiple businesses at Rocket Internet and was responsible for investments in fast-growing businesses in emerging markets at an international fund. When he isn't working, he can be found on the beach volleyball court or in a jazz bar.
Birte helps companies develop the expertise and gain the methodologies needed to run the digital transformation of their businesses successfully. She connects content and technology to design new training formats. She is interested in the change in leadership in the digital age and has written a book on it. Birte founded the Berlin School of Digital Business which helps companies tackle the before mentioned challenges of the digital transformation.
She is part of the Women-in-Digital-Network and a mentor to Start2Code, a coding school for children.
Henrik-Jan van der Pol is the founder and CEO of Perdoo. After his studies in corporate law, he joined Pon Holdings BV as a management trainee. He then continued as a management consultant and led change & implementation projects for organizations like Heineken. In 2014, he founded Perdoo together with Jonathan Morrice.
Tobias is the Head of IT service, reception and customer service support at the Swedish Sports Federation. He's a strategic problem solver and has been working with customer service over 10 years.
He has worked with small and big employers and feels that he's developed a good skill rate when it comes to customer service issues.
Alexander Holtappels is the Founder and CEO of SABIO GmbH. Since 1999, SABIO offers the perfect knowledge management tool for customer service - even in large corporations. Even with comprehensive functionality, SABIO remains very user-friendly and flexible in the integration.
Mr. Wolfgang Allisat, also known as Wolf, is the Chief Revenue Officer at Unbabel. Previously, he served as Global Chief Revenue Officer at TagMan Limited since September 2012. He is responsible for driving TagMan’s expansion strategy in key global markets across all channels. He is a digital executive with a strong history of success growing companies through key phases in their evolutions from industry pioneers to becoming the global standard in their industries. He also served as an Executive Vice President of International Markets of comScore, Inc. Mr. Allisat holds a Masters Degree in Business Administration from the University of Saarland, Germany.
Manuel Hinz is an experienced entrepreneur, consultant and interim manager with a track record of leading several e-commerce startups from the initial setup to a successful exit. As the Head of Corporate Development and interim CFO, Manuel accompanied the trade sale of DailyDeal to Google. Supported by Project A Ventures, he founded the price comparison site Toroleo (asset deal with Delticom AG) and consulted to several fast-growing e-commerce startups, such as Scarosso in the Interim CMO role. Beyond his operational experience, Manuel advises Earlybird Venture Capital and eTribes Connect. In 2015, Manuel and Markus Wuebben founded CrossEngage, an open marketing platform that enables marketers to orchestrate their marketing communications across all channels.
Dr. Axel Niclas is the Chief Operating Officer of the celexon Group, which is headquartered in Germany and has offices in nine European countries. Prior to becoming their COO, he led business development at celexon. celexon is involved in the manufacture and supply of a wide range of projector accessory products for the AV market, including projector screens, mounts, projection furniture and other accessory products.
Jasper is the former Head of Customer Systems Operations at Rocket Internet. In his role he consulted many companies, from early-stage startups to unicorns, regarding customer facing processes and systems.
In his projects he supported CS/CX teams to transition from a perceived cost center into a value-adding part of their company.
Arun Mani joined Freshdesk in early 2016 with the goal of supporting the European market and growing the company’s presence in the region. His initial focus will be on the support and growth of the mid-market and enterprise business. Furthermore he is responsible for hiring exceptional talent in Berlin, to service customers in Europe and scale the business in the regions.
Prior to joining Freshdesk, Mani built and scaled a global sales team for AppNexus, growing revenue of their core network business by five times in just three years. Mani previously worked at McKinsey & Company and Accenture, managing client relationships and advising C-level executives on growth strategies and sales enablement. He also holds an MBA from INSEAD.
Arun Mani is an engineer and problem solver at heart. Just recently he moved with his wife and daughter to Berlin.
13:00 - 13:30: CHT Kick off & Keynote: Customer Service is everybody's business - Arun Mani, Managing Director, Freshdesk Continental Europe
13:30 - 13:55: How exceptional support teams set, align, and achieve their goals - Henrik Jan, Founder & CEO, Perdoo
13:55 - 14:20: Knowledgeable service agents do not provide the best service - Alexander Holtappels, Founder & CEO, Sabio GmbH
14:20 - 14:45: The happy e-Commerce customer - Skills & Tools - Dr. Axel Niclas, COO, The celexon Group
14:45 - 15:05: Coffee & Tea break
In today's futuristic world, automated bots can help with customer service. They gather information for the eventual interaction with a human rep, understand exactly what happened, what the customer wants and even be empowered to solve basic issues, automatically. The right balance of “bot” and “human” depends greatly on the quality of the bot, the customer support rep and the needs of the company. Learn how to brew an intelligent mix to get the job done and hit the sweet spot on what the optimal mix of bots and humans in customer support is.
Customers today are omnipresent. They want to be in contact with your company through a variety of channels. But they also want to be able to pick up where they left off on one channel and continue the same conversation on another. Which is why omni-channel support is the futuristic, all-inclusive method of efficient buying, selling, and engagement for businesses and customers.
Customer Support matters and it affects how people perceive you as a brand. It is very important that everyone in your organization put the customer first. Hear how you can drive customer-led growth, and build customer-centricity at the culture level across all teams within your organization.
Earlier, companies used automated phone systems, complex policies, and even though 'Customer is King' held good, the customer was still restricted to a closed one-to-one interaction with companies. This meant that the customer’s voice wasn’t always heard. Today, social media has levelled the playing field and everyone has a say. With this rising social power, find out why customer is no longer King, but God, and what this means to customer-facing teams.
15:05 - 15:50 : Omnichannel: Myths, Realities, Opportunities & Challenges - A panel involving Contiamo, CrossEngage, Rocket Internet, Idealo and Berlin School of Digital Business
15:50 - 16:15 : Making the Customer the Hero of Every Story - Adrian Blockus, Strategic Partner Manager, Google
16:15 - 16:40 : How Freshdesk helped us move from 33% to 100% happy customers - Tobias Carneteg, Head - Service Department, Swedish sports Federation
16:40 - 17:05 : Customer Service in a Globalized Economy - Wolf Allisat, Chief Revenue Officer, Unbabel
17:05 - 20:05 : Drinks & Networking
1. Transforming customer support through collaboration
2. Delivering fast, seamless, personalized customer support
3. Enhance customer experience by increasing collaboration across multiple teams
This session will provide an insight to how the landscape of customer service is changing. What are the emerging trends that will shape the future of customer service and how has it caused a behavioural change in the mindset of the customer?
A crisis can happen to any business - big or small. How can your teams offer great support in that moment of crisis? Learn from CX experts on how they handled situations of crises and managed to turn it around in their favour.
The future of customer service is making it easy for customers to look for support in any medium they like and get an experience that respects their time and have issues resolved quickly. When your support team is small, encouraging them to be empathetic and fostering a customer-centric culture is easy. But, as you scale, how do you retain your organization’s ethos, while still being able to deliver exceptional support without compromising the customer experience?
In the future, “customer support” won’t be something customers dread having to reach out to. With intelligent systems offering quick solutions and a refined human touch delivering beyond the customer’s expectations, customer support will build powerful relationships. Learn how customer support is the new marketing, and how providing stellar support can translate into good business for your brand.
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