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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:

  1. Service Delivery Management & The Importance Of Protecting Customers: Manage situations when things go wrong and protect your customers
  2. Organisational Collaboration: Provide a holistic, non-siloed company response to build happy customers and cultures
  3. Outstanding Customer Experiences & That Crucial Human Touch: Create personal, memorable customer-centred experiences and make the journey easy for your customers
  4. Train, Motivate, Retain! Master wellbeing, engage staff and train in a way that fosters retention, staff happiness and empowerment - and consequently customer satisfaction
  5. From Self-Serve To Chatbots To Automation: Deliver a slick, effortless customer service and  achieve service efficiencies with the hottest, affordable new tech trends
  6. Seamless Omni-Channel Journeys: Join up your customer journeys across multiple channels of communication and abolish pain points for an outstanding service
  7. Expectations, Insight & Changing Customer Behaviours: Investigate key trends driving consumer behaviours and shape the future of contact centres
  8. Voice Of The Customer; Feedback & Measurement: Measure customer effort, satisfaction and NPS to create innovative and sophisticated strategies to gain invaluable VoC insights 
  9. Best-In-Class Service Design Models & Performance: Future-proof your organisational strategies and structure to perform perform efficiently and inclusively
  10. 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