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.
Book With Total Confidence. Safety First Onsite. For more information about onsite precautions and our cancellation policy, click here.
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
- 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
- Happy Staff, Happy Customers - Enhance Colleague & Customer Experiences: Invest in your agents to deliver next-level, customer-centric care
- Find The Perfect Channel Mix: Prioritise the right customer contact channel mix for savvy platform investment
- Seamless End-To-End Customer Journeys: Deliver personalised, joined-up customer journeys across multiple channels to fuel conversions and loyalty and reduce frustrations
- Connect With Customer Demands & VOC: Listen and respond to customer feedback and data, and surpass ever-changing customer expectations
- Empower Agents Through Winning Workforce Cultures: Change the perception and reality of work in your contact centres, and train, motivate and retain your talent
- Drive Organisational Change & Transformation: Redefine the role of your contact centre within your organisation to remain relevant, add strategic value and drive continuous improvement
- Maximise Operational Efficiencies: Optimise resources and streamline to cut costs without compromising on quality
- Next-Level Forecasting & Measurement – NPS & KPIs: Innovative ways to measure commercial success, improve efficiencies, empower agents and deliver excellent customer experience
- 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
