Optimise Channel Shift, Internal Cultures, Service & Resourcing To Deliver Outstanding Customer Experiences, Business Efficiencies & Effortless Journeys For Profitable Customer-Focused Contact Centres
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
- In a world which is fast transforming into a digital mine field, how can we truly deliver that human touch front-end in cases where it’s needed the most?
- How can we really drive customer success without boosting volume of calls and exceeding budget?
- Fulfil increasing customer expectations of doing less and obtaining more by optimising your self-service, out of hours webchat and omni-channel experience
- Avoid beige, painful customer experiences and build effortless experiences: with
phone queries becoming more complex, how can we excel in customer service, cut queues and drive satisfaction?
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
Foundational elements for getting there:
- People - multi-skilled staff, training and business change
- Process - work queues, scheduling, forecasting
- Technology - from staff planning (workforce management), telephony & IVR, cross-channel integration, self-service, chatbots, voice-bots to automation and much more!
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
- Enable and encourage the use of self-serve, so customers are able to resolve issues with ease, 24/7 to reduce your call volume and prioritise complex calls
- Drive efficiency, reduce resourcing and give more to your customer with cost-saving technologies
- With tech becoming increasingly prevalent, how can we make sure we still offer outstanding human support for exceptional cases? How can we optimise this omni-channel technological and human experience without blowing the budget
- From C-Suite to customer representatives, win engagement from the workforce and train staff to be customer heroes alongside exciting new technological advances
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
- Utilise customer surveys and data to measure and leverage crucial customer insights, in an accurate way which is representative of each stage of the journey, in order to identify and rectify service-compromising pain points
- Join up your customer journeys coherently across multiple channels of communication for a seamless experience
- What are the hottest innovations for 2019 in customer journey mapping and refining experiences? How can we make our customers’ lives easier?
Speaker to be announced. Please check the website for updates.
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
- All humans, including your customers, have behavioural biases and irrational decision making
- Learn how our brains sometimes jump to conclusions, how your customers make decisions and how you can 'nudge' people to change their behaviour
- Be inspired by how Cowry have applied these learnings from Behavioural Science in contact centres to structure better conversations, and improve customer and company outcomes
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
Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. It looks at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me”- conomy.
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?
- ‘If you look after your staff, you look after your customers’: in a sector notorious for staff turnover and attrition, how can we really engage, train and retain our frontline staff to create a centre of excellence?
- With wellbeing climbing everyone’s priority lists, how can you create a positive, nurturing culture in your contact centre where reps can really grow rather than being scripted and robotic?
- Measure the exciting impact empowering staff has on customer experience and the bottom line
- As self-service and automation is being introduced, how can we upskill and deliver that outstanding human interaction, whilst making our staff feel equipped and supported?
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
- Get to grips with and listen to your customers: explore sophisticated yet simple methods of measuring customer effort, satisfaction and NPS to drive improvements
- Are we measuring the right things to gauge an accurate customer voice?
- Harness the voice of the customer to gain feedback, implement change and resolve complaints in a timely and effective manner that avoids losing repeat custom
- Win senior buy-in for the importance of implementing customer feedback and building satisfaction with the company
Solomon Rose
Senior Manager - Customer Service Design
Three
Gill Mackay
Senior Quality Manager
Three
SERVICE DESIGN
15:10 Inclusive & Customer-Centric Service Design
- Why a truly inclusive experience makes sense for your brand, customers and sustainable profitability
- Futureproof your organisation by designing services that meet your customers’ needs now and tomorrow
- Abolish pain points for outstanding service and seamless, omni-channel experience that works for all customers
- Utilise customer data to measure and leverage crucial customer insights
- Harness innovation that will make our customers’ lives easier, drive loyalty and propensity to recommend your products and services
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
The Bannatyne Group walk us through their early stages of implementing new technologies into their customer booking system. What were the consumer trends they considered, how did the implementation go and what has the initial impact been on bookings and internal resourcing?
Paul Farrow
Group Head of Membership & Spa Contact Centre
The Bannatyne Group
Karen Wilkinson
Group Spa Director
The Bannatyne Group
15:50 Case Study With The Writer
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
- How do we forecast demand into the CSC (Co-op Service Centre) and anticipate uplifts?
- How do we aid efficiencies across the operation?
- Servicing our Colleagues, Customers and Members: Prioritisation of contacts
- Resource planning and operational working relationships
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
- Provide that much sought-after holistic, company-wide exceptional service, win engagement and buy-in across departments
- Resolve complaints swiftly and efficiently, with each team taking responsibility and without passing customers from one silo to another and causing escalation
- Align your customer service channels to ensure crucial information is communicated across teams and followed up with the customer, for a flawless, pain-free experience, to minimise complaints and drive repeat custom
Steve Spyrou
UX Manager
John Lewis
17:40 Chair’s Closing Remarks & Official Close Of Conference