July 21-22, 2022
ONLINE CONFERENCE
Service in times of war
Is there room for customer service when a neighbor attacks your country?
Welcome to the online conference on customer experience in Ukraine.
The war made us stronger, and the services in Ukraine became safer, more humane, and more reliable. EVA, OLX, Metinvest, Nova Poshta, and PUMB - are companies that were customer experience leaders before the war and hold their positions now. They will share their experiences of the recent months.
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What has changed in customer care, delivery, security, internal services, assortment, and employee experience?
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What remains unchanged?
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Do companies manage to deliver the highest level of customer experience in times of Russian aggression?
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What wartime decisions should remain in force after the victory?
👉🏻We will include three live discussions on topics proposed by participants in the final program.
In the program:
Igor Syrovatko, OLX
Save your business and your customer’s business during the war with micro-segmentation
When everything is falling apart, it is vital to make quick decisions. A lack of decisions is worse than wrong decisions. Now we can share what worked well:
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micro-segmentation of customers and approaches to them,
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prioritization
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revision of the value proposition
Igor Syrovatko. Chief Customer Officer at OLX Ukraine and Central Asia. Igor has 17 years of experience in customer service, 7 of them - in sales in e-commerce. He is a Certified COPC Implementation Leader. He manages the OLX customer service department in Ukraine and Central Asia.
Hanna Hryshyna, EVA
Service design - "fifth wheel" or fulcrum in wartimes?
When reality crashes around business, service design and customer experience management are the ones we rely on.
Learn inspiring cases:
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tailored services for “volunteer” and “refugee” personas
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the adaptation of the Click & Collect service to the new realities of logistics
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the creation of an atmosphere of peace and security in stores
Hanna Hryshyna - marketing director of the EVA. She is in charge of communications, customer relations, customer experience management, and digital solutions for millions of customers of the largest (1000+ shops) drogerie network in Ukraine.
Maksym Hrytsai, Metinvest
Launching a Hotline for 80,000 Metinvest employees
Mariupol, Avdiivka, Pokrovsk, Kryvyi Rih, Zaporizhia and Kamianske are the cities where Metinvest plants are located. Russia occupies some of them. Others are on the frontline. Learn how Metinvest launched a new service for thousands of employees from all regions of Ukraine and abroad.
Maksym Hrytsai is the head of Metinvest Group's internal customer service. He has over ten years of experience implementing organizational design and IT projects for large metallurgical companies.
Pavel Daniman, Nova Poshta
The topic to be announced soon
soon
Nova Poshta is the biggest postal and courier company in Ukraine, with 8700+ branches in all cities, towns and many villages.
Olga Ushakova, PUMB
How to move in the dark and look for new ways of customer service.
Customer service and war - how can these two concepts coexist?
How to understand the clients when all previous knowledge about them does not work? Where and how to get a new understanding?
Olga shares changes in customer expectations during the first two months of the war: the need for security and stability in uncertain times.
PUMB is a leading bank with 2M+ customers.
Olga Ushakova: My path to the head of PUMB’s customer experience was long and exciting. I started in the banking sector, built "from scratch" one of the largest distributed contact centers, and dealt with customer experience gaps in the largest state bank.
Olena Tsisar 4Service
Which customer service trends will prevail in 2023?
Description of the performance
For six years, we have been researching service trends. Metareality and personal service, megapersonalization and privacy protection. Some trends die or fade; others become mainstream. Which trends should be taken on board, and what to reject?
Olena Tsisar -сustomer service consultant, researcher. Partner of 4Service Group.
She has worked in service consulting since 2002. Elena has implemented over 200 projects to standardize, evaluate and control the service. Olena's interests are the relationship between HR and service, the introduction of "service propaganda," monetization of customer orientation, and other topics of service management.
Oleg Koss, Lanka.CX
War lessons for the peacetime
Nobody wanted a war, but it came. The war taught us to prioritize our core values and abandon the rest.
In the speech, which will conclude the conference, Oleg summarizes the experiences of delivering services in extreme conditions.
Oleg Koss is the founder of Lanka.CX. Customer experience evangelist. In 2021 he designed products and services in Ukraine, Bulgaria, Kyrgyzstan, Moldova, and France.
In 2022, he was busy helping the Ukrainian service design community find employment abroad, designing services for Ukrainian refugees, and researching international philanthropists supporting the Ukrainian Army.
PROGRAM
Day 1
July 21
16.00 - 16.15
INTRODUCTION
16.15 - 16.45
"How to save your business and the business of customers during the war through micro-segmentation"
Ihor Syrovatko, chief Customer officer at OLX Ukraine and Central Asia
16.45 - 17.15
"Creation of a Hotline for 80,000 employees of Metinvest"
Maksym Hrytsai, head of internal customer service of the Metinvest Group
17.15 - 17.30
BREAK
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17.30 - 18.00
"Design-research during the war"
Oleg Balakin, Lanka.CX service designer
18.00 - 18.45
DISCUSSION
"How to respond to a customer's negative experience if there is no way to change the situation?"
The moderator is Oleg Koss, founder of Lanka.CX
Participants: Hanna Hryshina, marketing director of the EVA store line, Tetyana Zholudenko, director of Medical Data Management, Kateryna Kachurenko - head of the Comfy contact center
6:45 p.m. - 7:00 p.m.
BREAK
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19.00 - 19.30
"What to do when you don't know what to do? Or how to move in the dark and look for new ways of customer service"
Olga Ushakova, head of client experience at FUIB
19.30 - 20.15
DISCUSSION
"Surveying customers during wartime? How to Explore Customer Expectations and Impressions in Wartime.”
The moderator is Oleh Balakin, Lanka.CX service designer
Participants: Victoria Skorbota, director of 4Service, Yulia Puzyryova, director of marketing Raiffeisen Bank, Serhii Shapirenko, CEO & founder Revizion
Day 2
July 22
16.00 - 16.30
"What trends will win in 2023 in customer service?"
Olena Tsysar - client service consultant, researcher
16.30 - 17.15
DISCUSSION
"Innovation during war - products and services for new needs and segments"
The moderator is Iryna Bondarenko, managing director of IdeasFirst, producer of the Ukrainian Marketing Forum
Participants: Maksym Hrytsai, head of internal customer service of Metinvest Group, Yulia Puzyryova, marketing director of Raiffeisen Bank, Pavel Daniman, marketing director of Nova Poshta Ukraine
17.15 - 17.30
BREAK
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17.30 - 18.00
"Service design in war - a "fifth wheel" or a fulcrum?"
Hanna Hryshina is the marketing director of the EVA store line
18.00 - 18.45
DISCUSSION
"How to calm yourself, clients and employees"
The moderator is Oleg Koss, founder of Lanka.CX
Participants: Ihor Syrovatko, Chief Customer Officer at OLX Ukraine and Central Asia, Yuriy Koziy, CEO Agile Drive, Inna Pecheritsa, HR Director of EVA
6:45 p.m. - 7:00 p.m.
BREAK
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19.00 - 19.30
"Lessons of War for Peacetime"
Oleg Koss is the founder of Lanka.CX
If you have any questions, please contact marina.yaremenko@lanka.cx
Or WhatsApp: https://wa.me/380938588443
July 21-22
16:00 - 20:30 EET (Kyiv time)
Online, in Ukrainian with simultaneous translation to English
See you!
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