Every business has unique employees, unique customers and a unique definition of success. This presents a unique set of challenges when it comes to measuring and benchmarking the metrics that matter most. We created the Talkdesk CX Tour to help you identify the performance measures that will best enable your organisation to achieve success and future proof for the challenges of tomorrow.
Tiago is CEO and Founder of Talkdesk. Over the past seven years, he has scaled Talkdesk from 10 employees to over 500 and has crossed major industry milestones including reaching 100 million calls. Tiago received a MSc in Computer and Electrical Engineering from Instituto Superior Técnico.
Ladislau Batalha is a passionate and energetic leader with proven experience of developing operational strategy, driving operational efficiency, cost reduction, revenue protection and business performance.
In his current role Ladislau Batalha is Vice President Solutions Design at Teleperformance and is closely affiliated with the Portuguese Association of Contact Centers (APCC).
Marco has over 18 years of software industry experience. He is currently responsible for leading Talkdesk operations in Europe including the Engineering center and sales and business expansion in EMEA. Marco holds a M.S. in Computer Science from the University of Coimbra and a Global Executive MBA from INSEAD.
As Head of AI and Data Science, Jafar leads AI for the Talkdesk enterprise contact center platform. Prior to joining Talkdesk, Jafar developed advanced Machine Learning solutions for understanding people behavior and consumer intelligence at PwC, Reunify and Incentica. Jafar holds a Ph.D. in Computer Science from the University of Southern California and is a recipient of multiple national and international awards.
As Head of Commercial & Customer Care, Francisco is responsible for managing Indie Campers world-class Customer Support and Sales teams, building a customer-centric culture.
Gonçalo Oliveira is the insurer Tranquilidade (Seguradoras Unidas)' COO and Member of the Board of Directors. In 2002 Gonçalo worked as CIO at Portugal Telecom and in 2014 he joined Galp Energia as CIO. He is also a former Manager in McKinsey & Co. and has a MSc in Management from Universidade Católica Portuguesa and a MBA from Insead Fontainebleau, France.
With more than 20 years on Customer Engagement Area including BPOs, Contact Center Software Vendors, Natural Language Processing, Artificial Intelligence and Virtual Assistants or ChatBots. Working at Salesforce (#1 CRM Company) since 2014. Fernando leads Service Cloud Team for Iberia, Italy and Switzerland partnering with the most important companies from different verticals to improve their Customer Experience.
Workforce strategic planning and forecasting enthusiast with a continuous drive for innovation.+9 years working and studying Workforce Management with both outsourcing and in-house service experience, with a background in Computer Engineering. Currently leading global workforce optimization structure at Farfetch that is responsible for long/short term forecast and planning, real-time management, workforce analytics, workforce solutions, and budget planning & controlling.
Eduardo Correia de Matos is Director of Customer Service at TAP Air Portugal, the flag carrier airline of Portugal and Star Alliance member since 2005. TAP operates on average 2500 flights a week to 87 destinations. Over the last 16 years, Eduardo has played various roles in Customer relationship management for several industries as well as in connected activities and support tasks. Eduardo is also the co-founder of AproCS - the Portuguese Customer Service Professionals Association.
15+ years in Top Executive Roles in Financial Industry, leading Digital, IT, Marketing, Operations and Organization. Passionate about Strategy, Digital, Innovation and Change Management. Standford Executive Programe 2010, Engineer's degree in IT Systems (1991-1996).
Victor has been working at CGD since 2001 and was HR Director and Director of Private Individuals of Lisbon.
Before he was Executive Director of Caixatec, SA and Director of Tagus and Tradecom Travel Agency, SA.
He was also a professor at INDEG-ISCTE, European University and ISEC.
Glintt – Global Intelligence Technologies is one of the biggest Portuguese technological companies with special focus on health and is quoted in Euronext Lisbon. It operates in Europe, Africa and Latin America and holds a strong position on the Banking, Telecommunications, Health, Trade, Industry and Public Administration sectors.
Sérgio Cruz is the Director Service Support at Glintt and he has been in the company for 17 years.
Accenture Digital helps businesses evolve from thinking digital to being digital.
Pedro Pombo has been in Accenture for 11 years, and he is currently leading the Accenture Digital practice in Portugal.
8.30am – 9.30am: Registration and Networking
9.30am – 11.00pm: “Welcome to the Future of Experience Innovation”, Tiago Paiva, CEO, Talkdesk & Marco Costa, GM EMEA
Tiago Paiva and Marco Costa will open the conference discussing the company’s momentum in the CX industry, plans for EMEA expansion and latest product innovations.
11.00am – 11.30am: Coffee break and Networking
11.30am – 12.30pm: “Customer Experience in a fast-changing Financial Services Industry”
Talkdesk for the financial services industry moderated by Marco Costa. Marco Costa, GM of EMEA will discuss the future of CX with Talkdesk customers, Tranquilidade, BPI and CGD from the financial services industry across Europe, showcasing how Talkdesk supports customers from this industry at different stages of growth.
12.30pm – 2.00pm: Lunch and Networking
2.00pm – 3.00pm: Talkdesk Customer Panel about “Adoption of a cloud-based contact center in Enterprise World”
3.00pm – 3.30pm – “The Future of CX”, Ladislau Batalha, Vice President Solutions Design, Teleperformance
3.30pm – 4.15pm: Talkdesk Customer Panel about “CX in the fast-growing businesses”
Talkdesk customers Glintt, Indie Campers and Farfetch will discuss how Talkdesk supports customers at rapid stages of growth.
4.15pm – 4.45pm: Coffee break and Networking
4.45pm – 5.15pm: “The Rise of AI Role in CX”, Jafar Adibi, Head of AI and Data Science, Talkdesk
Artificial intelligence will affect technologies in every corner of the contact centre—speech recognition, workforce optimisation, predictive analytics, and across all customer-facing and agent-assisting technologies. It is increasingly important to strategise and plan your implementation of AI technologies in the contact centre.
This session will help attendees better understand how to chose the right AI strategy for your contact center along with real-world examples of deploying AI within the call centers.
5.15pm – 6.00pm – Networking Drinks
Wednesday, September 18th
9:30 A.M. – 6:00 P.M.
Centro Cultural de Belém
*This event will be in Portuguese