Outsourcer 2009: The Programme

Outsourcer 2009 - Programme

DAY 1 - Chaired by Carol Borghesi

10.30 10.45 - INTRODUCTIONS AND ANNOUNCEMENTS

Carol Borghesi - Customer Experience, TELUS and former Managing Director, Customer Contact Centres, BT

10.45 - 11.15 - TRENDS IN THE INDUSTRY

Ian Horseman Sewell - Chairman, The Outsource Junction
Steve Morrell - Managing Director, ContactBabel

11.15 - 11.45 - WHAT EVERY CLIENT WANTS: SOME DELIVERY PRIORITIES FOR SUCCESSFUL OUTSOURCERS

Jane Hext - Former Customer Services Director, Vodafone

11.45 - 12.00 - MORNING REFRESHMENTS

12.00 - 12.45 - OSP VIEW I: PERSONALITY MAPPING: CONTACT CENTRE TECHNOLOGY IN THE 21st CENTURY

Zia Chishti - CEO, The Resource Group

12.45 - 14.15 - LUNCH

14.15 - 14.45 - OSP VIEW II: TOP 10 WITHOUT BPO

Philip Shuldham-Legh - Director, The Listening Company

14.45 - 15.30 - IMPROVING VALUATIONS WHEN ALL AROUND YOU ARE LOSING THEIRS

Brian Livingston - Head of Mergers and Acquisitions, Smith & Williamson

15.30 - 15.45 - AFTERNOON REFRESHMENTS

15.45 - 16.15 - BPO - HOLY GRAIL OR POISON CHALICE?

Jim Pittman - Service Centre Director, Merlin Claims

16.15 - 16.45 - LEGAL VIEW I: LEGAL SOLUTIONS IN A CONSOLIDATING MARKETPLACE

Chris Randall - Partner, Norton Rose

16.45 - 17.45 - PANEL DISCUSSION

Carol Borghesi and Ian Horseman Sewell

19.00 - DRINKS RECEPTION

19.30 - DINNER

After Dinner Comedian: L. Vaughan Spencer, Gangsta Motivator

DAY 2 - Chaired by Carol Borghesi

9.30 - 9.45 - INTRODUCTIONS AND ANNOUNCEMENTS

Carol Borghesi

09.45 - 10.15 - OSP VIEW III: USING BENCHMARKING TO CONTINUALLY ACHIEVE MORE CUSTOMER CENTRIC RESULTS

Paul Scott - Solutions Director, Merchants Group

10.15 - 10.45 - OSP VIEW IV: GROWING THE BUSINESS

Asif Hamid - CEO, The Contact Company

10.45 - 11.15 - MORNING REFRESHMENTS

11.15 - 12.00 - LEGAL VIEW II: RISK TRANSFER AND INCENTIVISATION IN OUTSOURCING CONTRACTS

Harry Small - Partner, Baker & McKenzie

12.00 - 12.45 - DATA: DATA-DRIVEN CUSTOMER RELATIONS: SUCCESSFUL RISK/REWARD FOR OUTSOURCERS

Tony Coad - Director, PDV Limited and co-founder, the DMA (UK)

12.45 - 14.14 - WORKING LUNCHES (running in parallel)

LEGAL:
DRAWING UP SUCCESSFUL RISK/REWARD CONTRACTS

Led by Baker & McKenzie and Norton Rose

CORPORATE FINANCE:
BUSINESS PLANNING, VALUATIONS & EXIT STRATEGIES

Led by Smith & Williamson

TECHNOLOGY:
FUTURE OUTSOURCING TECHNOLOGY

Led by TRG and MatsSoft

14.15 - 15.15 - FEEDBACK FROM WORKING LUNCHES & CLOSING PANEL DEBATE

Carol Borghesi and Ian Horseman Sewell

CLOSE

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