{"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":"2026-10-14T17:04:37","modified_gmt":"2026-10-14T15:04:37","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_6adefe3060133 h4.page-title, #ut_header_6adefe3060133 h4.page-title span { color:#1d80b0; }#ut_header_6adefe3060133 h4.page-title { font-size:40px !important;line-height:90px !important;letter-spacing:-0.03em; }#ut_header_6adefe3060133.pt-style-2 .page-title span:after, #ut_header_6adefe3060133.pt-style-2 .parallax-title span:after, #ut_header_6adefe3060133.pt-style-2 .section-title span:after { background-color:#1d80b0 !important;}<\/style><header id=\"ut_header_6adefe3060133\" 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 2026\"  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 2026<\/span><\/h4><\/div><\/header><\/div>[vc_column_text]\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 Frida Almgren \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>F\u00f6retagets viktigaste avdelning - fr\u00e5n 1 mars 2027 ocks\u00e5 i lag<\/strong><br \/>\n<br \/>\n\u2022 Vad lag\u00e4ndringen 2027 faktiskt kr\u00e4ver och vad Konsumentombudsmannen redan har sagt att tillsynen kommer att titta p\u00e5.<br \/>\n\u2022 Varf\u00f6r policy inte r\u00e4cker. Gapet mellan vad ni s\u00e4ger att ni g\u00f6r och vad som faktiskt h\u00e4nder i \u00e4rendena \u00e4r d\u00e4r ni \u00e4r mest exponerade. Juridiskt, varum\u00e4rkesm\u00e4ssigt, ekonomiskt.<br \/>\n\u2022 Kundresan som ledningens viktigaste verktyg. De flesta organisationer anv\u00e4nder den som en s\u00e4ljtratt. I praktiken \u00e4r den en kartl\u00e4ggning av var f\u00f6retaget bryter mot sitt eget l\u00f6fte. Varje \u00e4rende i kundservice \u00e4r en signal om en brist h\u00f6gre upp i organisationen.<br \/>\n\u2022 Vad AI g\u00f6r med en otydlig ledningsstruktur. AI tar bort tid men inte gr\u00e4nser. Om ena handen inte vet vad den andra g\u00f6r s\u00e5 f\u00e5r ni fem snabbare silos, inte en sammanh\u00e4ngande upplevelse.<br \/>\n\u2022 Vad ledningen beh\u00f6ver g\u00f6ra under 2026 f\u00f6r att inte vara den som uppt\u00e4cker problemet via ett vitesf\u00f6rel\u00e4ggande.<br \/>\n<br \/>\n<i><strong>Hel\u00e9n Rigamonti, <\/strong>f\u00f6rfattare och f\u00f6rel\u00e4sare<\/i><br \/>\n<i><strong>Bo Johan Wigfeldt, <\/strong>aff\u00e4rsutvecklande jurist, investerare och AI\/systemvetare, Juristnu<\/i><\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\"><strong>10:00<\/strong><\/td><td class=\"column-2\"><strong>ICA:s kundservice transformationsresa: ICA var bland de f\u00f6rsta i Europa att lansera en fullskalig generativ AI-chatbot f\u00f6r kundservice<\/strong><br \/>\n<br \/>\n\u2022 Hur ICA tog sig fr\u00e5n telefon och mejl, till skriptad hj\u00e4lprobot och automation f\u00f6r bl.a. reklamationer, och vidare till generativ AI som kan svara p\u00e5 fr\u00e5gor utifr\u00e5n hela webbplatsen<br \/>\n\u2022 V\u00e4rde f\u00f6r kunderna och verksamheten: L\u00e4rdomarna l\u00e4ngs v\u00e4gen och vad som faktiskt kr\u00e4vdes f\u00f6r att n\u00e5 hit<br \/>\n\u2022 Varf\u00f6r ledningsf\u00f6rankring mellan bolagen och tidig involvering av risk, s\u00e4kerhet och juridik visade sig vara minst lika avg\u00f6rande som tekniken<br \/>\n\u2022 Hur hj\u00e4lproboten byggts och tr\u00e4nats tillsammans med kundservicemedarbetarna som m\u00f6ter kunderna varje dag \u2013 och vad det inneburit f\u00f6r deras arbete<br \/>\n<br \/>\n<i><strong>Aleksandrs Bogdanovs,<\/strong> fd. AI &amp; Automation Lead, ICA Gruppen<\/i><\/td>\n<\/tr>\n<tr class=\"row-5\">\n\t<td class=\"column-1\"><strong>10:40<\/strong><\/td><td class=\"column-2\"><strong>F\u00f6rmiddagskaffe med n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-6\">\n\t<td class=\"column-1\"><strong>11:20<\/strong><\/td><td class=\"column-2\"><strong>R\u00e4tt st\u00f6d i varje samtal: S\u00e5 hj\u00e4lper AI Euro Accidents kundtj\u00e4nst<\/strong><br \/>\n<br \/>\n<i>Hos Euro Accident \u00e4r det medarbetarna som m\u00f6ter kunden och fattar besluten. AI:n hj\u00e4lper till i bakgrunden med transkribering och underlag till journalanteckningarna, s\u00e5 att mer tid g\u00e5r till kunden och mindre till efterarbete. Nu inf\u00f6r den norska verksamheten samma st\u00f6d. I ett samtal p\u00e5 scen ber\u00e4ttar de vad som kr\u00e4vdes och vad det har gett.<\/i><br \/>\n<br \/>\n\u2022 Datas\u00e4kerhet f\u00f6rst: kraven som m\u00e5ste vara uppfyllda innan AI fick st\u00f6tta i samtal med k\u00e4nsliga uppgifter<br \/>\n\u2022 Svenska p\u00e5 riktigt: hur v\u00e4l st\u00f6det klarar dialekter, facktermer och vardagligt tal<br \/>\n\u2022 Effekten i vardagen: vad st\u00f6det har betytt f\u00f6r medarbetarna, efterarbetet och kvaliteten i anteckningarna<br \/>\n\u2022 Fr\u00e5n Sverige till Norge: s\u00e5 valde den norska verksamheten verktyg, och vad de vill uppn\u00e5<br \/>\n\u2022 N\u00e4sta steg: var Euro Accident ser att AI kan avlasta mer fram\u00e5t<br \/>\n<br \/>\n<i><strong>\u00c5sa Nyr\u00e9n,<\/strong> Chief Digital Officer, Euro Accident Sverige<\/i><br \/>\n<i><strong>Gunnar R\u00f8dal,<\/strong> Senior Business Developer, Euro Accident Norge<\/i><br \/>\n<i><strong>Oskar K\u00e5ver,<\/strong> VD, Frosteq<\/i><br \/>\n<br \/>\n<i>Samtalet leds av <strong>Gustav Alberius,<\/strong> marknadschef, Frosteq<\/i><\/td>\n<\/tr>\n<tr class=\"row-7\">\n\t<td class=\"column-1\"><strong>11:45<\/strong><\/td><td class=\"column-2\"><strong>Hur kundservice p\u00e5verkats av AI och digitaliseringen \u2013 vad kan automatiseras och n\u00e4r beh\u00f6vs medarbetaren i framtidens digitala kundm\u00f6te?<\/strong><br \/>\n<br \/>\n\u2022 S\u00e5 n\u00e5r Skellefte\u00e5 Kraft framtidens kundservice \u2013 praktiska tips och l\u00e4rdomar<br \/>\n\u2022 Vikten av att n\u00e5 och uppr\u00e4tth\u00e5lla en personlig kundupplevelse samt \u00f6vertr\u00e4ffa kundernas \u00f6kade f\u00f6rv\u00e4ntningar <br \/>\n\u2022 Hur har vi lyckats bli energibranschens b\u00e4sta kundservice i flera \u00e5r<br \/>\n<br \/>\n<i><strong>Angela H\u00e4gglund,<\/strong> Kundservicechef AO Marknad, Kundutveckling, Skellefte\u00e5 Kraft <\/i><\/td>\n<\/tr>\n<tr class=\"row-8\">\n\t<td class=\"column-1\"><strong>12:30<\/strong><\/td><td class=\"column-2\"><strong>Hur hittar vi den optimala brytpunkten mellan automatiserad och m\u00e4nsklig support? \u2013 liver\u00f6stning!<\/strong><\/td>\n<\/tr>\n<tr class=\"row-9\">\n\t<td class=\"column-1\"><strong>12:45<\/strong><\/td><td class=\"column-2\"><strong>Lunch och n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-10\">\n\t<td class=\"column-1\"><strong>14:00<\/strong><\/td><td class=\"column-2\"><strong>Kundservice en strategisk kraft i organisationen \u2013 n\u00e4r man ger r\u00e4tt f\u00f6ruts\u00e4ttningar<\/strong><br \/>\n<br \/>\n<i>Gustav leder en av Sveriges mest framg\u00e5ngsrika kundserviceorganisationer och under den h\u00e4r dragningen delar han sina konkreta tips och erfarenheter om hur starka prestationer skapas genom:<\/i><br \/>\n<br \/>\n\u2022 Sj\u00e4lvledarskap<br \/>\n\u2022 Engagemang<br \/>\n\u2022 Psykosocial trygghet<br \/>\n<br \/>\n<i><strong>Gustav \u00d6hman, <\/strong>Head of Customer Service, Postkodlotteriet<\/i><\/td>\n<\/tr>\n<tr class=\"row-11\">\n\t<td class=\"column-1\"><strong>14:40<\/strong><\/td><td class=\"column-2\"><strong>Eftermiddagskaffe med n\u00e4tverkande<\/strong><\/td>\n<\/tr>\n<tr class=\"row-12\">\n\t<td class=\"column-1\"><strong>15:10<\/strong><\/td><td class=\"column-2\"><strong>M\u00f6t Sveriges f\u00f6rsta m\u00e4stare i AI Prompt-SM och utveckla dina f\u00e4rdigheter inom prompting<\/strong><br \/>\n<br \/>\n\u2022 Utveckla ditt s\u00e4tt att skriva prompts i ChatGPT och andra AI-assistenter som du kan anv\u00e4nda i din vardag eller p\u00e5 jobbet<br \/>\n\u2022 L\u00e4r dig grunderna i praktisk prompting<br \/>\n\u2022 Hur du f\u00e5r AI att leverera svar som \u00e4r perfekt anpassade efter dina specifika behov<br \/>\n<br \/>\n<i><strong>Magnus Gille,<\/strong> ingenj\u00f6r och Sveriges f\u00f6rsta m\u00e4stare i AI-prompting med \u00f6ver 17 \u00e5rs erfarenhet fr\u00e5n Ericsson och Scania<\/i><\/td>\n<\/tr>\n<tr class=\"row-13\">\n\t<td class=\"column-1\"><strong>15:50<\/strong><\/td><td class=\"column-2\"><strong>Mer \u00e4n support - Kontaktcenter som g\u00f6r skillnad<\/strong><br \/>\n<br \/>\n<i><strong>Emma Tahan, <\/strong>Sektionschef support \u00f6ver telefon Kontaktcenter, Regeringskansliet<br \/>\n<strong>Mimi Horneman, <\/strong>Head of Division,  Business Process, IT Service Management, Regeringskansliet<\/i><\/td>\n<\/tr>\n<tr class=\"row-14\">\n\t<td class=\"column-1\"><strong>16:20<\/strong><\/td><td class=\"column-2\"><strong>Hur ska kundservicen formas f\u00f6r att hyllas av kunder och bidra positivt till f\u00f6retagets resultat?<\/strong><br \/>\n<br \/>\n<i><strong>Barbro Ronnedahl,<\/strong> Chef f\u00f6r Kundservice, Second line och skadest\u00e5ndsavdelningen, Ellevio<\/i><\/td>\n<\/tr>\n<tr class=\"row-15\">\n\t<td class=\"column-1\"><strong>17:00<\/strong><\/td><td class=\"column-2\"><strong>Moderatorn avrundar konferensenen<\/strong><\/td>\n<\/tr>\n<tr class=\"row-16\">\n\t<td class=\"column-1\"><strong>17:10 \u2013 18:00 <\/strong><\/td><td class=\"column-2\"><strong>Avslutande n\u00e4tverksmingel<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/p>\n<p>[\/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 !important;}&#8221;][vc_column][vc_column_text] [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"rs_blank_template":"","rs_page_bg_color":"","slide_template_v7":"","footnotes":""},"class_list":["post-9917","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - 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