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