{"id":9917,"date":"2024-04-23T15:36:11","date_gmt":"2024-04-23T13:36:11","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?page_id=9917"},"modified":"2025-07-03T15:13:35","modified_gmt":"2025-07-03T13:13:35","slug":"program","status":"publish","type":"page","link":"https:\/\/insightevents.se\/contactcenter\/program\/","title":{"rendered":"Program"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section css=&#8221;.vc_custom_1713879127375{margin-top: -150px !important;border-top-width: -150px !important;padding-top: -150px !important;}&#8221;][vc_row css=&#8221;.vc_custom_1713879016316{padding-top: -50px !important;}&#8221;][vc_column]<div class=\"wpb_content_element \"><style type=\"text\/css\">#ut_header_69f2f4aeeec5b h4.page-title, #ut_header_69f2f4aeeec5b h4.page-title span { color:#1d80b0; }#ut_header_69f2f4aeeec5b h4.page-title { font-size:40px !important;line-height:90px !important;letter-spacing:-0.03em; }#ut_header_69f2f4aeeec5b.pt-style-2 .page-title span:after, #ut_header_69f2f4aeeec5b.pt-style-2 .parallax-title span:after, #ut_header_69f2f4aeeec5b.pt-style-2 .section-title span:after { background-color:#1d80b0 !important;}<\/style><header id=\"ut_header_69f2f4aeeec5b\" class=\"page-header page-title-module  ut-no-title-linebreak-mobile ut-no-lead-linebreak-mobile pt-style-2 header-left header-tablet-left header-mobile-center element-with-custom-line-height\"><div class=\"element-with-custom-line-height\" ><h4 data-title=\"PROGRAM 2025\"  data-responsive-font=\"page_title\" data-responsive-font-settings=\"{&quot;base-font-size&quot;:&quot;40&quot;,&quot;font-size-unit&quot;:&quot;px&quot;,&quot;font-size&quot;:{&quot;desktop_large&quot;:&quot;40&quot;},&quot;base-line-height&quot;:&quot;global&quot;,&quot;line-height&quot;:{&quot;desktop_large&quot;:&quot;90&quot;},&quot;base-letter-spacing&quot;:&quot;global&quot;,&quot;letter-spacing&quot;:{&quot;desktop_large&quot;:&quot;-0.03&quot;}}\" class=\"page-title  \"><span>PROGRAM 2025<\/span><\/h4><\/div><\/header><\/div><style type=\"text\/css\">#bklyn_btn_69f2f4aef1fb5 a.bklyn-btn { font-weight:500 !important; }#bklyn_btn_69f2f4aef1fb5.bklyn-btn-header a.bklyn-btn { font-weight:500 !important; }#bklyn_btn_69f2f4aef1fb5.bklyn-btn-header a.bklyn-btn span { font-weight:500 !important; }<\/style><div id=\"bklyn_btn_69f2f4aef1fb5\" class=\"bklyn-btn-holder  bklyn-btn-left bklyn-btn-tablet-left bklyn-btn-mobile-center\"><a title=\"Broschyr\"   href=\"https:\/\/insightevents.se\/contactcenter\/broschyr-framtidens-kundservice-contact-center\/\" target=\"_self\" class=\"bklyn-btn  bklyn-btn-normal\" ><span class=\"ut-btn-text\">LADDA NER PDF<\/span><\/a><\/div>[vc_column_text]<div class=\"ut-one-half  \">\n<!-- the tabs --><ul class=\"ut-nav-tabs clearfix\"><li class=\"active\"><a href=\"#t1Tab\" data-toggle=\"tab\">DAG 1 - 20 NOV<\/a><\/li>\n<li ><a href=\"#t2Tab\" data-toggle=\"tab\">DAG 2 - 21 NOV<\/a><\/li><\/ul>\n<!-- tab \"panes\" --><div class=\"ut-tab-content entry-content clearfix\"><div class=\"tab-pane active  clearfix\" id=\"t1Tab\">\n\n<table id=\"tablepress-1\" class=\"tablepress tablepress-id-1\">\n<tbody>\n<tr class=\"row-1\">\n\t<td class=\"column-1\"><strong>08:30<\/strong><\/td><td class=\"column-2\"><strong>Registrering och morgonkaffe<\/strong><\/td>\n<\/tr>\n<tr class=\"row-2\">\n\t<td class=\"column-1\"><strong>09:00<\/strong><\/td><td class=\"column-2\"><strong>Moderatorn \u00f6ppnar konferensen<\/strong><br \/>\n<br \/>\n<i><strong>Frida Almgren <\/strong>\u00e4r vd och grundare av Frida Almgren Communication \u2013 kommunikationskonsult och moderator med \u00f6ver 15 \u00e5rs erfarenhet av kommunikation, service och PR. Hon kommer n\u00e4rmast fr\u00e5n rollen som kommunikationschef p\u00e5 Mastercard i Norden och Baltikum d\u00e4r hon ocks\u00e5 satt med i ledningsgruppen.<\/i><\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\"><strong>09:10<\/strong><\/td><td class=\"column-2\"><strong>SPECIELLT INBJUDEN<br \/>\nBuilding a Memorable Customer and Colleague Experience<\/strong><br \/>\n<br \/>\nLinda will tell stories to illustrate the connection between colleague engagement and customer experience. She will talk about the strategy at Virgin Atlantic to deliver \u2018Brilliant Basics Magic Touches\u2019 and what it took to deliver that. With the support of Sir Richard Branson, she revised the recruitment, training, promotion and performance management of 5,000 Cabin Crew that led to the highest recorded customer satisfaction scores. She will also talk about the London Olympic and Paralympic Games where 15,000 volunteers delivered outstanding levels of customer service.<br \/>\n<br \/>\n<i><strong>Linda Moir, <\/strong>Former Head of Customer Service, Virgin Atlantic &amp; Head of Events Services, London Olympic 2012<\/i><\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\"><strong>10:10<\/strong><\/td><td class=\"column-2\"><strong>Myter och sanningar om kunder, kundkontakt och kundservice<\/strong><br \/>\n<br \/>\n\u2022 \u00c4r kundservice en avdelning eller en inst\u00e4llning?<br \/>\n\u2022 Har kunden verkligen alltid r\u00e4tt?<br \/>\n\u2022 R\u00e4cker det alltid med att lyssna p\u00e5 kunden?<br \/>\n<br \/>\nUnder presentationen g\u00e5r vi igenom n\u00e5gra, st\u00e4ndigt \u00e5terkommande, valda sanningar inom kundupplevelse och ser om det \u00e4r f\u00f6r\u00e5ldrade myter, eller faktiska sanningar.<br \/>\n<br \/>\n<i><strong>Emma Lundgren, <\/strong>Customer Service Director, Euro Accident<\/i><\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\"><strong>11:00<\/strong><\/td><td class=\"column-2\"><strong>F\u00f6rmiddagskaffe och n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\"><strong>11:40<\/strong><\/td><td class=\"column-2\"><strong>Hur coachar man kundservicehj\u00e4ltar i emotionell kompetens?<\/strong><br \/>\n<br \/>\n\u2022 N\u00e4r s\u00e5 m\u00e5nga kund\u00e4renden hanteras digitalt, blir kompetens kring k\u00e4nslor och m\u00e4nskliga behov helt avg\u00f6rande f\u00f6r framtidens supportmedarbetare<br \/>\n\u2022 Hur f\u00e5r jag mina medarbetare att vara trygga i att hantera missn\u00f6jda kunder och l\u00e4mna negativa besked?<br \/>\n\u2022 Hur v\u00e5rt undermedvetna styr b\u00e5de kund- och medarbetarn\u00f6jdhet<br \/>\n<br \/>\n<i><strong>Jessica Livflod,<\/strong> \u00e4gare, The Inside Changer<\/i><\/td>\n<\/tr>\n<tr class=\"row-7\">\n\t<td class=\"column-1\"><strong>12:30<\/strong><\/td><td class=\"column-2\"><strong>Lunch och n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-8\">\n\t<td class=\"column-1\"><strong>13:40<\/strong><\/td><td class=\"column-2\"><strong>Omdefiniera kundupplevelse: SJ:s transformationsresa med Concentrix<\/strong><br \/>\n<br \/>\n\u2022 Hur Sveriges ledande j\u00e4rnv\u00e4gsf\u00f6retag omdefinierade kundupplevelsen<br \/>\n\u2022 Plattforms-konsolidering, AI-innovation och en enhetlig CX-strategi baserad p\u00e5 NiCE CXone f\u00f6r smartare och mer uppkopplade serviceoperationer<br \/>\n\u2022 Vad som v\u00e4ntar h\u00e4rn\u00e4st i SJ:s resa mot AI-drivna framsteg<br \/>\n<br \/>\n<i><strong>Erik Erlandsson,<\/strong> Chef Kundservice och Trafikkommunikation, SJ och Terje Andreassen, Seniorkonsult, Concentrix <\/i><\/td>\n<\/tr>\n<tr class=\"row-9\">\n\t<td class=\"column-1\"><strong>14:00<\/strong><\/td><td class=\"column-2\"><strong>Tillsammans mot framg\u00e5ng: S\u00e5 leder du effektfullt i en f\u00f6r\u00e4nderlig tid<\/strong><br \/>\n<br \/>\n<i><strong>Jeanette Sundberg, <\/strong>Head of Remote Service &amp; Advice, Nordea<\/i><\/td>\n<\/tr>\n<tr class=\"row-10\">\n\t<td class=\"column-1\"><strong>14:50<\/strong><\/td><td class=\"column-2\"><strong>Eftermiddagskaffe och n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-11\">\n\t<td class=\"column-1\"><strong>15:30<\/strong><\/td><td class=\"column-2\"><strong>OBOS Medlemsservice \u2013 l\u00e4rdomar fr\u00e5n v\u00e5r effektiviseringsresa och inf\u00f6rande av AI<\/strong><br \/>\n<br \/>\n\u2022 Effektivisering<br \/>\n\u2022 Innovation<br \/>\n\u2022 Automatisering<br \/>\n\u2022 Framtidens Kundcenter<br \/>\n<br \/>\n<i><strong>Kaja van der Schoor Brhane,<\/strong> Leder for Medlemsservice Norge, OBOS<br \/>\n<strong>Mitch Rijke,<\/strong> Solution Architect CRM &amp; Power Platformt, OBOS <\/i><\/td>\n<\/tr>\n<tr class=\"row-12\">\n\t<td class=\"column-1\"><strong>16:20<\/strong><\/td><td class=\"column-2\"><strong>Att knyta ihop kundupplevelsen med kundtj\u00e4nst och \u00f6vrig digital marknadsf\u00f6ring<\/strong><br \/>\n<br \/>\n\u2022 Arbeta tv\u00e4rfunktionellt och knyta ihop organisation<br \/>\n\u2022 \u00d6ka kundn\u00f6jdheten genom en gemensam CRM strategi<br \/>\n\u2022 Viktigt med ansvarsf\u00f6rdelning och en effektiv digitaliseringsplan<br \/>\n<br \/>\n<i><strong>Zacharias Elinder,<\/strong> CRM Strategist, CRM &amp; Loyalty, Strawberry<\/i><\/td>\n<\/tr>\n<tr class=\"row-13\">\n\t<td class=\"column-1\"><strong>16:50<\/strong><\/td><td class=\"column-2\"><strong>Moderatorn avrundar konferensens f\u00f6rsta dag<\/strong><\/td>\n<\/tr>\n<tr class=\"row-14\">\n\t<td class=\"column-1\"><strong>17:00-18:00<\/strong><\/td><td class=\"column-2\"><strong>Avslutande n\u00e4tverksmingel<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/p>\n<\/div>\n<div class=\"tab-pane   clearfix\" id=\"t2Tab\">\n\n<table id=\"tablepress-2\" class=\"tablepress tablepress-id-2\">\n<tbody>\n<tr class=\"row-1\">\n\t<td class=\"column-1\"><strong>08:40<\/strong><\/td><td class=\"column-2\"><strong>Morgonkaffe och n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-2\">\n\t<td class=\"column-1\"><strong>09:10<\/strong><\/td><td class=\"column-2\"><strong>Moderatorer inleder konferensens andra dag<\/strong><\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\"><strong>09:25<\/strong><\/td><td class=\"column-2\"><strong>AI i balans med det m\u00e4nskliga m\u00f6tet<\/strong><br \/>\n<br \/>\n\u2022 Hur AI f\u00f6r\u00e4ndrar kundupplevelsen \u2013 m\u00f6jligheter och fallgropar. <br \/>\n\u2022 N\u00e4r automation st\u00e4rker kundrelationen och n\u00e4r m\u00e4nsklig kontakt \u00e4r avg\u00f6rande. <br \/>\n\u2022 Ett konkret angreppss\u00e4tt f\u00f6r att integrera AI i kundm\u00f6tet genom kundresan \u2013 fr\u00e5n insikt till handling. <br \/>\n\u2022 Hur ni s\u00e4kerst\u00e4ller att AI f\u00f6rst\u00e4rker, snarare \u00e4n ers\u00e4tter, empati och f\u00f6rtroende.<br \/>\n<br \/>\n<i><strong>Hel\u00e9n Rigamonti,<\/strong> CX-expert, f\u00f6rel\u00e4sare och f\u00f6rfattare<\/i><\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\"><strong>10:10<\/strong><\/td><td class=\"column-2\"><strong>F\u00f6rmiddagskaffe med n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\"><strong>10:50<\/strong><\/td><td class=\"column-2\"><strong>Ledarskap, teamengagemang samt kund- och aff\u00e4rsnytta \u2013 l\u00e4rdomar fr\u00e5n v\u00e5rt servicekoncept L\u00e4tt&amp;R\u00e4tt service<\/strong><br \/>\n<br \/>\n\u2022 Utvecklingen av v\u00e5rt servicekoncept i praktiken - framg\u00e5ngar och l\u00e4rdomar n\u00e4r LKFs kundcenter utvecklas fr\u00e5n v\u00e4xel till v\u00e4rdecenter<br \/>\n\u2022 AI f\u00f6r att analysera orsakerna till att kontakta LKF och hur vi agerar p\u00e5 insikterna<br \/>\n\u2022 Framtida planer och investeringar f\u00f6r \u00f6kad kundn\u00f6jdhet som kan kopplas till konceptet<br \/>\n<br \/>\n<i><strong>Hannah Billberg,<\/strong> Customer Center Manager, Lunds Kommuns Fastighets AB (LKF)<\/i><\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\"><strong>11:30<\/strong><\/td><td class=\"column-2\"><strong>Sollentunas resa mot en proaktiv kundservice<\/strong><br \/>\n<br \/>\n\u2022 Vad driver oss fram\u00e5t och hur utmanar vi nul\u00e4get?<br \/>\n\u2022 Hur initierar man f\u00f6r\u00e4ndring i redan en etablerad verksamhet?<br \/>\n\u2022 Fallgropar, m\u00f6jligheter och framg\u00e5ngsfaktorer<br \/>\n<br \/>\n<i><strong>Erik Ferenius,<\/strong> kontaktcenterchef, Sollentuna kommun<br \/>\n<strong>Andr\u00e9 Hagberg,<\/strong> konsult kundservice, Agima<\/i><\/td>\n<\/tr>\n<tr class=\"row-7\">\n\t<td class=\"column-1\"><strong>12:20<\/strong><\/td><td class=\"column-2\"><strong>Lunch med n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-8\">\n\t<td class=\"column-1\"><strong>13:30<\/strong><\/td><td class=\"column-2\"><strong>PANELDISKUSSION<br \/>\nFramtidens Kundservice: G\u00e5r det att f\u00f6rena AI och kundupplevelse?<\/strong><br \/>\n<br \/>\n\u2022 Hur kommer framtidens kundservice se ut? <br \/>\n\u2022 \u00c4r den b\u00e5de f\u00f6rebyggande och preventiv d\u00e4r m\u00e4nniskan och AI fungerar i harmoni med varandra?<br \/>\n\u2022 Vilka \u00e4r dina st\u00f6rsta utmaningar inom kundservice i det dagliga arbetet?<br \/>\n\u2022 Vilka kompetenser kommer vara viktiga i framtidens kundservice?<br \/>\n\u2022 Hur f\u00f6rbereder du dig f\u00f6r framtidens kundservice?<br \/>\n\u2022 Hur ser framtiden ut f\u00f6r telefonen som supportkanal? <br \/>\n\u2022 Om vi skulle fasa ut telefonen \u2013 hur s\u00e4kerst\u00e4ller vi samma niv\u00e5 av m\u00e4nsklig n\u00e4rvaro och trygghet?<br \/>\n\u2022 I digitaliseringens sp\u00e5r \u2013 hur ser vi till att inte gl\u00f6mma bort m\u00e4nniskan, medarbetaren och kunden?<br \/>\n<br \/>\n<i><strong>Chris \u00d6hman,<\/strong> Head of Customer Support, Coop Sverige<br \/>\n<strong>Maria Bergn\u00e4s, <\/strong>Chef Kundservice, Bilprovningen<br \/>\n<strong>Erik Erlandsson, <\/strong>Chef Kundservice och Trafikkommunikation, SJ AB<\/i><\/td>\n<\/tr>\n<tr class=\"row-9\">\n\t<td class=\"column-1\"><strong>14:10<\/strong><\/td><td class=\"column-2\">Eftermiddagskaffe med n\u00e4tverkande<\/td>\n<\/tr>\n<tr class=\"row-10\">\n\t<td class=\"column-1\"><strong>14:40<\/strong><\/td><td class=\"column-2\"><strong>Empati \u00e4r en god aff\u00e4r \u2013 och en strategi som bygger h\u00e5llbart v\u00e4rde f\u00f6r alla parter<\/strong><br \/>\n<br \/>\n\u2022 Vad avsl\u00f6jar Kundempati Index 100 000 intervjuer om 100 ledande f\u00f6retag?<br \/>\n\u2022 Vad g\u00f6r vinnarna i Empati Grand Prix till mer kundempatiska och framg\u00e5ngsrika?<br \/>\n\u2022 12 Gyllene Regler som skapar \u00e4kta kundv\u00e4rde och en empatisk varum\u00e4rkesupplevelse<br \/>\n<br \/>\n<i><strong>Michael Dahl,<\/strong> f\u00f6rfattare, inspirat\u00f6r, strategikonsult och grundare av Empatiinitiativet<\/i><\/td>\n<\/tr>\n<tr class=\"row-11\">\n\t<td class=\"column-1\"><strong>15:30<\/strong><\/td><td class=\"column-2\"><strong>Moderatorn avslutar konferensen<\/strong><br \/>\n<br \/>\nVi reserverar oss f\u00f6r eventuella program\u00e4ndringar<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/p>\n<\/div><\/div>\n<\/div>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section css=&#8221;.vc_custom_1713879127375{margin-top: -150px !important;border-top-width: -150px !important;padding-top: -150px !important;}&#8221;][vc_row css=&#8221;.vc_custom_1713879016316{padding-top: -50px 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