8:30 am Welcome Coffee

9:00 am Opening Session - Cristian Hoştiuc, Ziarul Financiar

9:15 am Service Excellence in Romania - Elena Călin, UP! Your Service România

9:45 am Executive Conversations - Jeff Eilertsen, UP! Your Service

10:30 am Nespresso Break

11:00 am Executive Conversations - Jeff Eilertsen, UP! Your Service

12:30 pm Lunch Break

1:30 pm Case Study - Andreea Stănescu - VP Service Delivery Stefanini EMEA

2:15 pm Case Study - Cătălin Vasile - Head of Advisory Channels, ING Bank

3:00 pm Nespresso Break

3:30 pm Case Study - David Gedlicka - CEO, Porsche Finance Group

4:15 – 4:30 pm Wrap up