Customers Hold The Power. It’s The Job Of A Customer-Focused Contact Centre To Interact With Customers In Ways Which Work For Them!
What are the practical nuts and bolts behind the contact centre scenes to transform internal cultures, ensure organisation optimisation and really deliver business efficiencies and excellent customer experiences? From agents on the front line to the voice of your customer, the challenge lies in embracing the latest technologies without losing the human touch.
20 leading brands will reveal practical advice in one inspiring day on elevating your customer contact centre for improved experiences, real competitive advantage and maximised business results: 11th June 2019, One America Square, London.
Service Design ✓ The Voice Of The Customer ✓ Organisational Collaboration ✓ Customer Experience & The Human Touch ✓ Transformation & Technology ✓ End-To-End Customer Journeys ✓ Service Delivery Management ✓ Train, Motivate & Retain Staff ✓ Employee & Customer Experiences ✓ Forecasting, Data & Measurement ✓ Selfserve, Automation & Chatbots ✓ Changing Customer Behaviours
20 Contact Centre Strategy Thought Leaders From Top Brands Come Together In One Day To Share Their Hard-Won Insights In Driving Outstanding Customer Experiences, Automation Efficiencies & Effortless Journeys For Truly Customer-Focused Contact Centres:
- Service Delivery Management & The Importance Of Protecting Customers: Manage situations when things go wrong and protect your customers
- Organisational Collaboration: Provide a holistic, non-siloed company response to build happy customers and cultures
- Outstanding Customer Experiences & That Crucial Human Touch: Create personal, memorable customer-centred experiences and make the journey easy for your customers
- Train, Motivate, Retain! Master wellbeing, engage staff and train in a way that fosters retention, staff happiness and empowerment - and consequently customer satisfaction
- 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 an outstanding service
- Expectations, Insight & Changing Customer Behaviours: Investigate key trends driving consumer behaviours and shape the future of contact centres
- Voice Of The Customer; Feedback & Measurement: Measure customer effort, satisfaction and NPS to create innovative and sophisticated strategies to gain invaluable VoC insights
- Best-In-Class Service Design Models & Performance: Future-proof your organisational strategies and structure to perform perform efficiently and inclusively
- Next-Level Forecasting, Data & Measurement: Predict volume and spikes to deliver exceptional service and prioritise complex queries
The Customer-Focused Contact Centres Conference At A Glance
9
Years Of Insight
20+
Speakers
97%
Average Satisfaction Rating
1
Inspiring Day
Please See Below For The Customer-Focused Contact Centres Conference Programme Outline. For The Full Agenda, Please Click Here >>
Optimise Channel Shift, Internal Cultures, Service & Resourcing To Deliver Outstanding Customer Experiences, Business Efficiencies & Effortless Journeys For Profitable Customer-Focused Contact Centres
Service Design ✓ The Voice Of The Customer ✓ Organisational Collaboration ✓ Customer Experience & The Human Touch ✓ Transformation & Technology ✓ End-To-End Customer Journeys ✓ Service Delivery Management ✓ Train, Motivate & Retain Staff ✓ Employee & Customer Experiences ✓ Forecasting, Data & Measurement ✓ Selfserve, Automation & Chatbots ✓ Changing Customer Behaviours
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 Speaker To Be Announced
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
Speaker To Be Announced
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
TECHNOLOGY & TRANSFORMATION - Case Study
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
Emma Keens
Senior Consultant
The Writer
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-operative Group
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