08:30 – 09:00
Registration and coffee
DoubleTree by Hilton Skopje
09:00 – 09:20
Opening
Hristina Velkovska, Founder of VITA INSTITUT and Founder and President of MACEX
Ian Golding, Global Customer Experience Specialist and Certified Customer Experience Professional (CCXP)
09:20 – 09:40
Speaker
“The importance of CJM in creating extraordinary client experience”
Aneta Korobkina, Author, Coach, and Speaker on Service Leadership Mindset
09:40 – 10:00
Speaker
“Customer excellence: Implementing AI to create great CX strategy”
Elena Panova, Marketing and Digital Transformation Director at A1 Makedonija and Founder of MACEX
10:00 – 10:20
Speaker
“Unpacking the intersection between employee and customer experience”
Michael Kubiena, Consultant for Organization Design, People Practices, Change & Transformation, Austria
10:20 – 10:50
Coffee break
10:50 – 11:50
Panel Discussion
Panel 1
“Using feedback to improve customer experience”
Moderator: Sanja Gogova Kochishki, Chief Administrative Director at Maliqi Group, Founder of MACEX
Panelists:
Keti Angelkovska, Commercial director of Kola Group Companies and Founder of MACEX,
Vesna Stojanovska, GM, KB Prvo penzicko drustvo,
Vojdan Jordanov, Executive Director at Triglav Osiguruvanje AD,
Altin Maliqi, Co-owner and Member of the Board of Directors, Maliqi Group,
Viktorija Mehandziska, Co-owner and Board Member, ZEGIN
11:50 – 12:10
Speaker
“Customer Experience and Marketing”
Vladimir Joksic, Co-founder of CEXAS Serbian Customer and Employee Association Serbia
12:10 – 12:30
Speaker
“What is the difference between selling a product vs. selling an experience?”
Branko Greganovic, President of the Management Board of NLB Banka, Skopje
12:30 – 13:30
Lunch break
13:30 – 13:50
Speaker
“Our FUTURE depends on how we interact with customers TODAY!”
Dragan Djordjevic, Country Lead & Co-Founder CEXAS.org
13:50 – 14:10
Speaker
“Building a Foundation for Future Success: The Diagnostic for Creating a Healthy Organization starts with Employee experience”
Dr. Andreja Kodrin, Director, Quintaum d.o.o., Diagnostic and Development of Human potential
14:10 – 14:30
Speaker
“Using people analytics to create development projects in the company(Success story)”
Marina Mihajlovska, Director of HR and Common Affairs Department at Kola, HR Manager of 2022
14:30 – 15:00
Coffee break
15:00 – 16:00
Panel Discussion
Panel 2
“Well – being and employee experience for better business results”
Moderator: Hristina Velkovska, Founder of VITA INSTITUT, President of MACEX
Panelists:
Marija Gjorgjievska, Member of Management Board, Sava Penzisko Drustvo,
Aleksandar Arsovski, Corporate HR Director at Sport Life
Dejan Madjoski, HR Director at NLB Bank
Biljana Sanev, HR Director at Sparkasse Bank
Elena Caneva, People & Culture Business Partner at Atlantic Grupa
16:00 – 16:20
Speaker
“Evolution of HR function from administration to Employee Experience Management”
Franja Ridzi, Director of Amitas d.o.o. and founder of FledgeWorks
Jasmina Ridzi, HRM Consultant
16:20 – 16:40
Speaker
“I’ll tell you a story”: what we have learned from neuro-science about storytelling for organizational change
Massimiliano Santoro, Cultural Anthropologist, GRUPPO PROSPECTA
16:40 – 18:00
Closing Networking with drinks
Brief reflection of the day: