08:00 – 09:00
Registration and coffee
DoubleTree by Hilton Skopje
09:00 – 09:15
Opening
Hristina Velkovska, President of MACEX & CEO of VITA INSTITUT
09:15 – 09:35
Speaker
“What is Employee Experience and how can you operationalize it? ”
Christina Dolding, The Colleague and Customer Experience Company, United Kingdom
09:35 – 09:55
Speaker
“International best practices example: Drive CX community to enhance Customer Experience”
Barbara Baminger, Head of Experience Management and Transformation, A1 Telekom Austria AG
09:55 – 10:15
Speaker
“Bringing colleagues along for the journey! A guide to ensure everyone within your organization is onboard with Customer Experience”
Scott Lee Holloway, Voice of the Customer Manager at APS Bank, Malta
10:15 – 10:35
Speaker
“BEE supportive in supportive leadership”
Aleša Mižigoj, CEO & Owner at Medex, Slovenia
10:35 – 10:45
Questions & Answers
10:45 – 11:15
Coffee Break
11:15 – 12:00
Panel Discussion
Panel 1
“Elevating customer and employee experience: Strategies and approaches”
Moderator: Hristina Velkovska, CEO of VITA Institut and President of Macex
Panelists:
Keti Angelkovska, Commercial Director at KOLA
Biljana Misik, CEO at iute Macedonia
Dr Lulzim Adili, Country Manager at Novo Nordisk Kosovo, Facilitator, Speaker Coach and Leadership Consultant
Ardian Behluli, Corporate Governance Coordinator – Maliqi Group and General Manager – Enternet
12:00 – 12:30
Speaker
“Building brands for inside out : How to create high preforming brand … to last!”
Dr. Dimitrios V. Nikolaidis, CEO Embryolab IVF Fertility Clinic Thessaloniki, Greece
12:30 – 12:50
Speaker
“Which leadership changes/ challenges generation Z brings to the workplace? ”
Monika Lapanja, Director of the Center of Business Excellence at Faculty of Economics, University of Ljubljana, Slovenia
12:50 – 13:10
Speaker
“The Macedonian blueprint for Employee Experience success”
Dr. Andreja Kodrin, CEO of Quintaum – Diagnostics for Sustainable Leadership and Resilient Organizations, Slovenia
13:10 – 13:20
Questions & Answers
13:20 – 14:20
Lunch Break
14:20 – 15:10
Panel Discussion
Panel 2
“Cultivating a Culture of Engagement: Fostering meaningful connections between customers and employees”
Moderator: Elena Panova, Marketing & Digital Transformation Director at A1 Makedonija
Panelists:
Marija Dukovska Pavlovska, General Manager of MAKSTIL
Aleksandar Manev, CEO at Croatia Osiguruvanje
Dojranka Anastasovska Cvetkovska, Chief Human Resources Officer at Replek
Arion Rizaj, Founder & CEO HumanPower | KosovaJob
15:10 – 15:30
Coffee Break
15:30 – 15:50
Speaker
“Artificial Intelligence in Customer and Employee Experience ”
Ilijanco Gagovski, General Manager at PrymApps
15:50 – 16:10
Speaker
“Employee Experience – The importance of mental health at work”
Dafina Kirby, General Manager of Kirby Coaching, United Kingdom
16:10 – 16:30
Speaker
“Taking control of Employee Experience”
Dragan Djordjevic, Country lead at Customer and Employees Experience Association of Serbia
16:30
Closing the event