ACEF 2017 (3)

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06:30 am - 07:00 am Early Registration

Program ACEF 2017

08:45 – 09:15      Προσέλευση & Εγγραφές

09:15 – 09:25      Opening Remarks

                                Elena Mitsibona, Principal & Founder, SECRET KEY

09:25 – 09:30      Auspices Welcome Message ( Athens Chamber of Commerce & Industry,

                              Sales Institute in Greece )

09:30 – 09:40      Go Physical to increase optimism in every experience

                                Physical  activities that create the context  for connecting body & mind and

                            help us reduce anxiety,  increase optimism &  regulate our emotions

                                Anna Kapetaniou, Yoga Instructor, Synergy Health Club

09:40 – 10:05      The 1st B2B ,in depth research study among Greek Businesses on   

                          Customer Experience  from FOCUS BARI  

  • How do Greek businesses understand Customer Experience and its importance regarding financial prosperity and business growth?
  • How are Greek companies organized regarding CX, do they have a CX specialized area of operation ?
  • How do Greek businesses monitor CX KPI’s and CX ROI? Which are the most expressive indeces and what are the results in the Greek market?

                                Anna Karadimitriou,  VP Customer Experience & Innovation, FOCUS BARI

10:05 – 10:10      Questions & Answers

10:10 – 11:20      Panel Discussion of  Senior & Top Executives

                        “The power of corporate culture , measurement  and innovation in

                            the Customer Experience level”  

                                        Participating  :

  • Benoit Lebouille, Managing Director, GEFYRA OPERATION S.A.
  • Marina Papatsoni, Marketing & Business Development Director, TEMES S.A– Developers of Costa Navarino
  • Μaryam Sadri , Marketing Manager, Kotsovolos – Dixons, South East Europe
  • Nicolas Vassil, Store Director, Leroy Merlin Greece & Cyprus

                                Panel Coordinator:

                                Elena Mathiou- Rose , Strategic Marketing and Retail Specialist / Consultant

11:20 – 11:30      Questions  & Answers

11:30 – 12:00      Coffee Break

12:00 – 12:20      “The success of Digital Experience empowered by Human Touch”     

  • Successful Complaint Management practices
  • Service Recovery practices & examples
  • Innovation in critical touchpoints

                                Sandy  Hiladaki,  Residential Customer Services Director

                             Fixed & MobileCOSMOTE

12:20 – 12:35      ”Measuring Customer Experience (CX)  via new methods of

                            performance  optimization in Retail

  • Feedback mechanisms , customer counting, flow & tracking techniques
  • The proper conversion of the amount of data collected to decisions and actions in alignment with the corporate strategy
  • Presented cases and examples in areas such as stores,  malls, public areas , even offices

                                Alexander Athanassoulas,  President & CEO,  STIRIXIS GROUP

12:35 – 13:30      INTERACTIVE WORKSHOP  

                        “Authentic Happiness:  Connecting the power of Positivity with the  

                            design of a delightful Customer Journey”         

  • Building Resilience – our ability to overcome, steer through, and bounce back when adversity strikes
  • Habits of Happiness : Positive Psychology practices to raise and recover well-being
  • Dynamics of high performing teams
  • How to live a life with meaning and purpose – how to help team members find meaning at work
  • Explore the power of positive emotions . The way Positive Emotions broaden your thinking  and help you be creative to design & deliver inspirational  customer experiences

                                Miriam Akhtar (UK),

                            Positive Psychologist and Expert in the Science of  Happinness (UK)               

13:30 – 13:35      Questions & Answers

13:35 – 13:45      Revitalizing Through Yoga Session

                                Raising the  «feel good» factor

                                Anna Kapetaniou, Yoga Instructor, Synergy Health Club

13:45 – 14:45      Lunch at the  garden  area of  Ktima Ariadni

14:45 – 15:40      “Fast Forward Retail”

                            (International Virtual Tour to the future of Customer Experience)

  • Iidentifying and decoding  the ultimate retail concepts
  • Enhanced shopping experiences emerging worldwide according to a cross-sectorial approach
  • Chabot-based conversational εμπόριο, Female-focused retail,the spreading of the Glocal approach, the new frontier of Sho(w)pping
  • The most critical consumer trends and the evolution of purchasing behaviors
  • Remarkable case studies: Amazon, Ebay, Dolce&Gabbana, UnMade, Gentle Monsters, Aesop, Marc Jacobs, Conflict Kitchen, Purpose Hotel, Tam Airlines, Lidl etc..

                                Elena Marinoni, Head of Trend Research (Milano Retail Tour),

                            Professor of  Sociology of Consumption,

                           Research Methods & Contemporary Design Instituto Marangoni,

                           Curator of  Capri Trendwatching Festival


15:40 – 15:45      Questions and Answer

15:45 – 15:55      “What makes on-line customers click;”

  • What are the "paths" the online customers follow?
  • How can we make their experience TANGIBLE?

                                Arsenis Paschopoulos, Digital Marketer, Managing Partner, Just on Line 


15:55 – 17:10      Panel Discussion

                        «The Digital Customer Experience Transformation »

                                Participating :

  • Pantelis Xanthoulis, Software Solutions Team Leader, ΙΒΜ

«The cognitive & digital customer journey»

  • Dimitris Stefanidis, Commercial Director , MPASS

RETAIL “SURVIVORS”: “Create targeted Customer emotional missions and get the Purchase Asylum»

  • Michael Tsikankis, CEO, Cosmos Sport

“There is only one approach, the OMNI-CHANNEL APPROCH”  

  • Απόστολος Τσολακίδης, Head of Digital, Pizza Fun

«Data & new technologies that give value to the customer “

                                Panel Coordinator :

                                Nikos Varvadoukas , Principal Advisor,

                                Digital Commercialization, Marketing & E-Business

17:10 – 17:20      Questions & Answers


17:20 – 17:30      Digital Lottery


Registration to Athens 3rd Customer Experience Festival

In order to reserve your seat at the Athens 3rd Customer  Experience Festival on May 25,2017 please download the registration form, complete the requested fields and you can then send it to Secret Key via e-mail at the following  addresses : This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it. . Alternatively you can send your registration form in the following fax number : 2106096927

ACEF 2017

ACEF 2017

Who we are - SECRET KEY

Located in Athens Secret Key provides the market with the ultimate Consulting Expertise in the following areas: Improving Sales Productivity & Designing an organizational Customer Experience Culture .
We offer Consulting Services, Professional Training Solutions as well as People Assessment and Survey approaches aiming at: The Empowerment of Commercial Departments’ Effectiveness , the improvement and innovation in the final Customers’ Experience.
All of our Consultants in Secret Key have practiced in sales and service roles at the past and have been promoted to Members of Executive Teams. We know in depth the special and tough requirements that Managers are called to cover in these Commercial Business Units (Sales & Service Departments).
We’ re Passionate about Achieving Sales Results and we transfer this passion to the teams of training participants through updated methodologies accompanied by measurement & feedback tools. We’ re Passionate about Excellent Customer Service and we advocate this passion through experiential learning and real-life examples.
Secret Key is the Exclusive Regional Partner of Porter Henry & Co
(USA, in 8 countries (Greece, Cyprus, Turkey & Balkans), International Partner of the ICSA (USA) as well as Strategic Partner and Reseller of the MiRT (Milano Retail Tour).


Festival Profile

  • Presents  International Best Practices & success stories in the Customer Experience Innovation field across the world
  • Shapes the hallmarks of the Customer Experience Design (Customer Journey Mapping)
  • Focuses on both B2C and B2B sectors across all industries
  • Embraces the whole field of the Customer Experience battleground : from strategy and philosophy to people and behaviors, metrics and reinforcement, processes and supportive systems
  • Brings together Employee Experience with Customer Experience
  • Provides in-depth understanding of the ever changing consumer / customer΄s profile
  • Highlights the importance of integrating physical and digital experience channels


Who should attend

  • Entrepreneurs
  • General Managers
  • Sales & Marketing Managers
  • Customer Service / Experience Managers
  • Market Intelligence Managers
  • Marketing Strategy & Insight
  • Innovation Managers
  • Heads of Call Centers / Contact Center Managers
  • Heads of Business Intelligence
  • Heads of Digital Marketing
  • CRM Managers
  • Store Managers
  • Heads of Analytics
  • Human Resources Managers
  • Learning & Development Managers
  • Training / Development Managers


Why to attend

Athens Customer Experience Festival has been designed by SECRET KEY to help you :

  • Create a strong Customer Experience Culture
  • Design the Ultimate Customer Engagement Strategy
  • Get inspired and deliver amazing customer experiences across all customer touch points
  • Gain access to the newest best practices on the international Customer Experience field
  • Retain your Customers delivering true value back to them
  • Measure the emotional impact of your customer’s  experience
  • Ensure continuous improvement on relevant systems and processes
  • Introduce ways of successful complaint handling
  • Make Customer Service  a priority for the whole  organization
  • Empower and engage your people, the ones who actually deliver the promises of your brand
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