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How Are Customer Strategy Directors Maintaining Customer Confidence, Delivering The Best Service With Fewer Agents, Engaging Staff & Harnessing Technologies During Such Tough Times? Book Today To Save £100!

Book Today & Save £100! Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation

A One-Day, Brand-Led Conference & Networking Event, 15th October 2020, The Millennium Gloucester Hotel, London.

Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation

A One-Day, Brand-Led Conference & Networking Event, 15th October 2020, The Millennium Gloucester Hotel, London.

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23 Recognised Contact Centre & Customer Thought Leaders Share Hard-Won Insights Behind Delivering Excellent Customer Experiences & Seamless Customer Journeys That Stand Out Through Savvy Tech Investments & Resilient, Empowered Agents Who Take Ownership Of The Customer Journey, Add Value & Drive Continuous Improvement In The Organisation


 

  1. Cutting-Edge New Tech & AI: Implement the right tech in your contact centre which adds value to the customer experience without losing the human touch
  2. Happy Staff, Happy Customers - Enhance Colleague & Customer Experiences: Invest in your agents to deliver next-level, customer-centric care
  3. Find The Perfect Channel Mix: Prioritise the right customer contact channel mix for savvy platform investment
  4. Seamless End-To-End Customer Journeys: Deliver personalised, joined-up customer journeys across multiple channels to fuel conversions and loyalty and reduce frustrations
  5. Connect With Customer Demands & VOC: Listen and respond to customer feedback and data, and surpass ever-changing customer expectations
  6. Empower Agents Through Winning Workforce Cultures: Change the perception and reality of work in your contact centres, and train, motivate and retain your talent
  7. Drive Organisational Change & Transformation: Redefine the role of your contact centre within your organisation to remain relevant, add strategic value and drive continuous improvement
  8. Maximise Operational Efficiencies: Optimise resources and streamline to cut costs without compromising on quality
  9. Next-Level Forecasting & Measurement – NPS & KPIs: Innovative ways to measure commercial success, improve efficiencies, empower agents and deliver excellent customer experience
  10. Future Of The Contact Centre: Tangible steps towards the contact centre of the future

The Customer-Focused Contact Centres Conference At A Glance:

23
Brand Speakers

97%
Average Satisfaction

5
Years Leading The Market

1
Affordable Day

PLUS! This Customer-Focused Contact Centres Conference Also Features:


  • 23 Iconic, Cross-Sector Brand Speakers
  • New For 2020! Double Perspectives & Interactive Voting
  • Lunchtime Facilitated Peer Discussions: Data & Insights | GDPR & Brexit | Vulnerable Customers
  • In-Depth Conversations & Speaker Interviews
  • 2 Interactive Panels: New Tech, AI & Chatbots | Colleague & Customer Experience

23 Cross-Sector Brands Speaking: New Tech, AI & Human Touch • Channel Mix • End-To-End Customer Journeys • Customer Demands & VOC • Train, Motivate & Retain • Colleague & Customer Experience • Change & Transformation • Winning Workforce Cultures • Operational Excellence • Forecasting & Measurement • The Future Of The Contact Centre

97% Average Delegate Satisfaction Rating Across All 2019 Events! Hear What Previous Conference Attendees Think:

 

‘‘Really well organised and insightful.’ Eurostar.

‘Interesting and a great networking event.’ Sussex Police

 

‘Brilliantly insightful and engaging.’ Dorothy Perkins


 

Can You Help Senior Heads & Directors Of Customer Experience Maximise Their Contact Centres? For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@contactcentreconference.com

Book an exhibition stand & 2 delegate passes for just £2,199+VAT (Save £600).

Click here to book your stand. Exhibition space is limited and will be issued on a first-come, first-served basis.

“Excellent delegates, real discussions about upcoming projects.” Responsetek (previous sponsor)

Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation

A One-Day, Brand-Led Conference & Networking Event, 15th October 2020, Grand Connaught Rooms, Central London

Please See Below For The Customer-Focused Contact Centres Conference - Effortless Experiences Programme Outline. For The Full Agenda, Please Click Here >>

08.30 Registration, Morning Coffee & Objective Setting

09.00 GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks

Beverley Hullock
Senior Manager, Continuous Improvement
Openreach

 

Jason Roberts
Head of Contact Centre Operations
Dixons Carphone

New Tech, AI & The Human Touch

09.20 Leverage New Technologies, Genuine Innovation & AI In Your Contact Centre That Add Value To The Customer Experience Whilst Retaining That All Important Human Touch

Dee Roberts
Director Contact Centre Transformation
AA Ireland

Nicole Feighery
Director of Contact Centre Operations
AA Ireland

New Tech, AI & Chatbots | Panel Discussion & Q&A

09.40 Learnings On New Tech & Implementation Journeys Which Maximise AI & Machine Learning For A Strategic Advantage

Bogdan Grigorescu
AI Platform Manager
Marks and Spencer

Beverley Hullock
Senior Manager, Continuous Improvement
Openreach

Dan Eddie
Customer Experience Director
Vanarama

Kirsty Macdonald
Head of Customer Experience
Bloom & Wild

Bonus Session

10.10 The Science Behind Exceptional Experiences In Contact Centres

Jez Groom
Behavioural Economist
Cowry Consulting

10.25 Morning Refreshment Break With Informal Networking

Channel Mix | Double Perspective

10.55 Select & Prioritise The Right Channel Mix With Savvy Platform Investments For A Seamless, Efficient Customer Experience

10.55 Perspective One
Ula Robinson
Consumer Care Lead
Philips

11.15 Perspective Two
Leanne Kerry
Head of Customer Service
MAG Contact Centre

End-To-End Customer Journey

11.35 Wow Your Customers By Actioning Insights & Accurately Mapping Their Journey For A Seamless & Consistent Experience Across Channels

Andrew Clayton
Global Head of Customer Experience
E.ON

11.55 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@customercontactconference.com 

Customer Demands & VOC

12.10 Power To The People! Crucial Lessons In How To Listen To Your Customers To Surpass Their Ever-Changing Expectations

Mark Davies
Customer Contact Director
Bupa UK

12.30 Lunch & Informal Networking For Speakers, Delegates & Partners

Informal Breakout Discussions During Lunch

13.00 Informal Breakout Discussions

A) Data & Insights

B) GDPR & Brexit

C) Vulnerable Customers

D)  Coronavirus Response! Share best practice with your peers about the immediate impact of coronavirus on business operations and strategy, how to minimise blows to the bottom line and reinforce business resilience during uncertain times.

13.30 Afternoon Co-Chairs’ Opening Remarks

Jo Garland
Senior Manager Operational Support, Contact Centres
John Lewis and Partners

Jane Bates
Co-op Business Services Director
The Co-op

Agents: Train, Motivate & Retain

13.40 Walk In Their Shoes: Train, Motivate & Retain Agents To Be Effective & Resilient In The Evolving Contact Centre

Kevin Morley
Deputy Director - Customer Service
Crown Commercial Service

Colleague & Customer Experience | Panel Discussion & Q&A

14.00 Happy Staff, Happy Customers: Engage & Empower Your Evolving Workforce For Fulfilled & Dedicated Agents Who Put The Customer First

Caroline Winwood
Customer Service & Direct Experience Director - Europe
Dyson

Jane Bates
Co-op Business Services Director
The Co-op

Stefan Elks
Head of Customer Operations (Legal & General)
LV=

Julia Murphy
Head of Customer Experience Strategy
Sky

Laura Heggarty
Global Design Studio Director
HSBC Commercial Banking

Jason Roberts
Head of Contact Centre Operations
Dixons Carphone

Mark Trick
Customer Operations Director
Cynergy Bank

Change & Transformation

14.30 Redefine The Role Of The Contact Centre Within Your Organisation To Add Value & Drive Continuous Improvement

Stefan Elks
Head of Customer Operations (Legal & General)
LV=

14.50 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@customercontactconference.com 

Winning Workforce Cultures

15.20 Change The Perception & Reality Of Work In Your Contact Centre For Agents Who Put The Customer At The Heart Of What They Do

Paul Basigara
Head of Customer Delivery - UK Field Operations
British Gas

15.40 Afternoon Refreshment Break With Informal Networking

Maximise Operational Efficiencies

16.10 Make The Most Of What You’ve Got: Scrutinise & Eliminate Inefficiencies Without Compromising On Customer Quality

Richard Murray
Global Customer Services Director
Cambridge University Press

Forecasting & Measurement

16.30 Leverage NPS & KPIs To Optimise Contact Centre Efficiency & Drive Continuous Improvement

Speaker to be announced. Please check the website for updates.

The Future Of The Contact Centre: Strategies, Profits & Efficiencies

16.50 Tangible Next Steps Towards Next-Level Contact Centres

Alison Jaap
Customer Director
first direct

17.10 Co-Chairs’ Closing Remarks & Official Close Of Conference

Press & Media Partners