21 Brands | 1 Day | Fresh Insights To Drive Outstanding Customer Experiences, Automation Efficiencies & Effortless Journeys With Customer-Focused Contact Centres
Create Humanised & Smooth Customer Experience & Journeys Across Multiple Channels With Fit-For-The-Future Self-Serve & Automation Technology Efficiencies, Engaged Agents, Next-Generation VoC & Performance Measurement, Clever Data & Forecasting Insight Strategies & Optimal Service Design Models. A One-Day, Senior, Brand-Led Conference & Networking Event, 11th June 2019, One America Square, London
- Outstanding Customer Experience & That Crucial Human Touch: Create personal, memorable customer-centred experiences and make the journey easy for your customers
- From Self-Serve To Chatbots To Automation: Deliver a slick, effortless customer service and achieve service efficiencies with the hottest, affordable new tech trends
- Seamless Omni-Channel Journeys: Join up your customer journeys across multiple channels of communication and abolish pain points for a outstanding service
- Expectations, Insight & Changing Customer Behaviours: Investigate key trends driving consumer behaviours and shape the future of contact centres
- Train, Motivate, Retain! Master wellbeing, engage staff and train in a way that fosters retention, staff happiness and empowerment - and consequently customer satisfaction
- Voice of The Customer; Feedback & Measurement: measure customer effort, satisfaction & NPS to create innovative and sophisticated strategies to gain invaluable VoC insights
- Best-In-Class Service Design Models & Performance: Futureproof your organisational strategies and structure to perform efficiently and drive continuous improvement to perform efficiently and inclusively
- Next-Level Forecasting, Data & Measurement: Predict volume and spikes to deliver exceptional service and prioritise complex queries
- Service Delivery Management & The Importance Of Protecting Customers: Manage situations when things go wrong and protect your customers
- Swift, Efficient & Joined-Up Complaint Handling: Provide a holistic, non-siloed company response to build happy customers and cultures
Why Attend The Customer-Focused Contact Centres Conference:
- Sister Event Of The Annual, Market-Leading Customer Experience Conference Series
- One-Day, Brand-Led Event
- 20+ Senior Speakers In 1 Day
- Interactive Tech Panel: Self-Serve, Chatbots, Automation & More!
- 5 Peer Discussions: • Contact Centre Culture • Outbound/Inbound • Vulnerable Customers
• Improving Efficiencies • Motivating During Volume Spikes - Peer Networking: “My Biggest Mistake & Triumphs In The Contact Centre”
- Interactive Voting & Open Q&A
Who Should Attend?
This event is specifically designed for Heads and Directors of Customer Strategy, Customer Service and Customer Experience and agencies or solutions providers.
Customer Experience & The Human Touch • End-To-End Customer Journeys • Contact Centre Transformation & Technology • Self-Serve • Automation & Chat-Bots • Customer Journey Excellence • Customer Experience • Expectations • Insight & Changing Customer Behaviours • Organisation Optimisation • Employee Experiences • VoC, Feedback & Measurement • Service Design Models & Performance
The Customer-Focused Contact Centres Conference At A Glance
9+
Years Of Experience
21+
Senior Speakers
97%
Average Satisfaction Rating
1
Inspiring Day
You'll be in safe hands. Here's what previous attendees of our CX conferences have to say about our events:
'Really beneficial and useful insight. Very positive and I'm looking forward to implementing some strategies discussed.'
'Interesting and thought-provoking content that you can take back to implement new ideas in your own business.'
‘Really educational. Great to hear from such a diverse range of speakers representing different organisations and topics.’
Drive Outstanding Customer Experiences, Automation Efficiencies & Effortless Journeys With Customer-Focused Contact Centres
Create Humanised & Smooth Customer Experience & Journeys Across Multiple Channels With Fit-For-The-Future Self-Serve & Automation Technology Efficiencies, Engaged Agents, Next-Generation VoC & Performance Measurement, Clever Data & Forecasting Insight Strategies & Optimal Service Design Models
A One-Day, Senior, Brand-Led Conference & Networking Event, 11th June 2019, One America Square, London
08:30 Registration, Morning Coffee & Objective Setting
09:00 GIC Welcome & Interactive Voting Introduction & Morning Chair’s Opening Remarks
Richard Lawrence, Deputy Head of Customer Service Operations, easyJet
CUSTOMER EXPERIENCE HUMAN TOUCH - KEYNOTE
09:20 Personal, Memorable Customer-Centred Experiences Which Provide That Crucial Human Touch: Make It Easy For Consumers To Achieve Their Desired Outcomes
Mark Davies, Customer Contact Director, Bupa UK Insurance
END-TO-END CUSTOMER JOURNEYS
09:40 Tesco Case Study
Melissa Malik, Director Tesco.com UK Online Fulfilment Operations, Tesco
CONTACT CENTRE TRANSFORMATION & TECHNOLOGY
10:00 Next-Generation Contact Centre – The Essential Link Between Enhanced Customer Experience & Digital Deflection
Dinesh Ramanan, Delivery Director, Head of IT -Digital & Customer Experience, Thames Water
SELF-SERVE, AUTOMATION & CHATBOTS - THOUGHT LEADERS PANEL
10:20 Give Your Service Model An Efficiency Makeover With The Hottest, Affordable Automation & Self-Serve Technological Advances For Next-Generation Customer Service
Natalia Konstantinova, Lead Software Engineer, First Utility
Lindsay Mitchell, Customer Engagement Director, Philips UK&I
Beverley Hullock, Senior Manager Major Programmes, BT
10:50 Morning Refreshment Break With Informal Networking
Morning Break Networking – “My biggest mistakes and biggest contact centre triumphs”, Troubleshoot and exchange top tips for success, whilst making new industry contacts.
CUSTOMER JOURNEY EXCELLENCE - OVERCOMING PAIN POINTS
11:20 Abolish Pain Points For Outstanding Service & Seamless, Omni-Channel Experiences
CUSTOMER EXPERIENCE & JOURNEYS - PANEL DISCUSSION
11:40 Thought-Leaders Discuss Leading Strategies In Driving Contact Centre Excellence
Gurpreet Gujral, Director of Customer Contact & Partnerships, Three
Dinesh Ramanan, Delivery Director, Head of IT -Digital & Customer Experience, Thames Water
Paul Breen, Head of Customer Service Delivery, Santander UK
Ndidi Okezie, Director - Digital & Customer Voice Strategy, Pearson
Clare Naunton, Customer & Stakeholder Experience Programme Director, National Grid
12:10 The Science Behind Customer Experience: The Key To Effortless Conversations With Customers
Ziba Goddard, Head of Core Consulting, Cowry Consulting
EXPECTATIONS, INSIGHT & CHANGING CUSTOMER BEHAVIOURS
12:40 Chat, Tap, Talk: Insights To Shape The Future Of The Contact Centre
Nicola Millard, Head of Customer Insight & Futures, BT
13:00 Lunch For Speakers, Delegates & Partners
13:35 Peer-To-Peer Discussions
A. Contact Centre Transformation
B. Forecasting
C. Vulnerable Customers
D. Improving Efficiencies
E. Motivating During Volume Spikes
14:00 Afternoon Chair’s Opening Remarks
Andrew Ward, Head of Digital Customer Experience, British Gas Business
TRAIN, MOTIVATE, RETAIN
14:10 Happy Staff Make For Happy Customers – But How Can We Transform Culture & Engage, Train & Retain Our Workforce Effectively?
Kevin Morley, Deputy Director, Customer Service, Crown Commercial Service
EMPLOYEE & CUSTOMER EXPERIENCES
14:30 National Grid Case Study
Clare Naunton, Customer & Stakeholder Experience Programme Director, National Grid
VOICE OF THE CUSTOMER; FEEDBACK & MEASUREMENT
14:50 Skilfully Measure Customer Effort, Satisfaction & NPS: Apply Innovative Sophisticated Measurement Methods To Gain Invaluable VoC Insights
Solomon Rose, Senior Manager - Customer Service Design, Three
Gill Mackay, Senior Quality Manager, Three
SERVICE DESIGN
15:10 Inclusive & Customer-Centric Service Design
Jamie Dormandy, Head of Customer Service, RNIB
15:30 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
15:50 Afternoon Refreshment Break With Informal Networking
CUSTOMER JOURNEY EXCELLENCE - OVERCOMING PAIN POINTS
15:30 Transforming Customer Contact & Introducing New Technologies To Improve Customer Booking Journeys, Drive Revenue & Improve Cost Savings
Paul Farrow, Group Head of Membership & Spa Contact Centre, The Bannatyne Group
Karen Wilkinson, Group Spa Director, The Bannatyne Group
15:50 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
16:10 Afternoon Refreshment Break With Informal Networking
FORECASTING, DATA & MEASUREMENT - PRESENTATION SESSION
16:40 Co-operative Group Case Study
Jane McCall, Co-op Service Centre Programme Director, The Co-op
SERVICE DELIVERY MANAGEMENT - THE IMPORTANCE OF PROTECTING CUSTOMERS
17:00 Service Delivery Management & Protecting Customers: How Can We Manage Situations When They Go Wrong & How We React To That To Protect Customers?
Paul Breen, Head of Customer Service Delivery, Santander UK
ORGANISATIONAL COLLABORATION
17:20 Deliver A Joined-Up Company Response To Build Happy Customers & Cultures
Steve Spyrou, UX Manager, John Lewis
17:40 Chair’s Closing Remarks & Official Close Of Conference
Official Conference Media Partners:
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