Elizabeth Fairburn, Customer Experience Director, Department for Work & Pensions
EMPOWER AGENTS, ENGAGE EMPLOYEES
Double Perspective
09.20 What Does The Agent Of The Future Look Like? Discover Innovative Strategies To Engage & Retain Contact Centre Agents To Boost Employee Engagement For Successful Customer Outcomes
Implement innovative incentives, such as gamification, that motivate and excite your call centre agents and promote loyalty to boost retention
How well are you succession planning? Address the high turnover in contact centres by implementing strategies to attract, engage and retain agents by promoting career opportunities
Empower customer-facing employees and agents with the right tools, technology and agency to deliver good customer outcomes
How is the future of the workforce evolving? Adapt structures and future-proof your workforce to make room for technology working alongside the human touch
Perspective One:
09.20 Alexandra Da Silva Rodrigues, Global Head of Contact Centres, Radisson Hotel Group
Perspective Two:
09.40 Naseera Hafeji, Head of Operational Coaching, OVO
10.00 How Can Digital Transformation Efficiencies & Human-Centred Experiences Work Cohesively To Drive Forward Gold-Standard Customer Service & Support All Customers Throughout Their Journey?
Implement a human and customer-centric customer experience design which prioritises relevant, personalised products and anticipates future actions to sustain continuous customer engagement
Maintain the balance between human touchpoints and the latest digital technology innovations to reflect and deliver on customer needs and streamline efficiencies
Unlock potential value of a tailored combination of human and digital tools and make this work harder to meet customer demands that focus on matching personal values to drive tangible result
Delegate Discussion
NEW TECH, AI & CHATBOTS
Top Priority
10.20 Maximise Service, Minimise Hassle! Designing Customer Service Experiences That Leverage Cutting-Edge & New Technology & AI Solutions Where AI & Agents Unite To Achieve Top Customer Service
Are your teams intimidated by AI? Give floor to failure and navigate implementing cost-effective and time-efficient generative AI tools to decrease disruption and increase the efficiency of your contact centre
Keep humanity in the workforce! Define the balance between AI and the human touch to maximise productivity and a holistic customer experience in your contact centre with the optimal synergy
The best call is no call! Develop an effortless customer experience that seamlessly integrates AI to augment human activity by minimising call volume and handling times to drive productivity
Don’t get left behind! Explore ways in which you can harness new technology, AI and automation tools to solve problems, deliver smooth customer journeys and add value to your operations
Giordana Mendola, Head of Digital Product Development Customer Service Technology, Air France KLM
10.40 Bonus Session; Reserved For Exclusive Conference Partner
11.10 Morning Refreshment Break With Informal Networking
SEAMLESS END-TO-END CUSTOMER JOURNEYS
11.40 Deliver Outstanding Customer Experience With Seamless End-To-End Customer Journeys That Prioritise Eliminating Pain Points & Empower Customers To Navigate Channels With Confidence & Maximise Operational Efficiencies
Build customer confidence with seamless self-service experiences: restructure customer call journeys into independent engaging digital solutions, reducing costs and streamline experiences
Tap into and eliminate customer pain points to streamline customer experience and build solutions! Build inclusive customer journeys that deliver consistent, frictionless experiences
Break down organisational siloes and resolve disjointed customer journeys with end-to-end customer-led service design that delivers cohesive omni-channel customer experiences
Phil Quickenden, Head of Customer & Registration Services, London Borough of Camden
CHANGING CUSTOMER EXPECTATIONS & BEHAVIOURS
Q&A
Panel Discussion
12.00 Navigating Customer Expectations In An Ever-Changing World! Respond To Changing Behaviours & Adapt Your Customer Focused Contact Centre With Strategic Insights To Future-Proof Your Organisation
Use customer insights to navigate changing expectations and meet technological demands to propel your contact centre into the future
Do your customers need a digital confidence boost? Find ways to develop digital solutions that build consumer trust to increase customer satisfaction and buy-in
Expect the unexpected: adapt business models to disruption and anticipate inevitable shifts in customer expectations that support customers and strengthen relationships with them
Stop assuming! Align your customer desires with a service that matches customer needs to enhance efficiencies, improve decision making and reduce costs by creating deeper relationships with customers
Paul Greenwood, Customer Service Director, Ocado
Ingrid van Ruiswijk, Senior Manager Customer Service E-Commerce, PVH Europe
Sabina Onwuka, Head of Customer Services, London Borough of Barking & Dagenham
Saleta Valdés Márquez, Head of Innovation & Customer Experience, Savoy Signature
Nick Lygo-Baker, Global Product Lead, Customer Digital Experience, MSD Animal Health
Lucinda Scott, Customer Service Director, First Direct
HYBRID & FLEXIBLE CONTACT CENTRES
12.40 Revolutionise Your Contact Centre Model Through Elevating Flexible Employee Experiences To Amplify Productivity & Power Top Quality Customer Service
How have hybrid ways of working transformed business models and continue to drive the demand for multi-channel strategies in customer focused contact centres?
Make your virtual onboarding excel! Instil company values for hybrid contact centres to reduce turnover by bridging new agents with organisational principles
All agents matter! Place focus on wellbeing of hybrid agents to drive excellent customer service through an engaged workforce for a seamless customer journey
Elena Athanasakou, Sales & Customer Service EU Cluster Lead, British Council
13.00 Lunch & Informal Networking For Speakers, Delegates & Partners
13.30 Informal Breakout Discussions:
a) Cost-Saving Strategies
Héctor Montalbo, Director, Member Support Operations, Bumble Inc.
b) Handling Customer Complaints
c) Agent Voice
d) Agent Wellbeing
e) Self-Service
14.00 Afternoon Chair’s Opening Remarks
Sabina Onwuka, Head of Customer Services, London Borough Of Barking & Dagenham
ACTIONABLE INSIGHTS & DATA
14.10 Transform Assumptions Into Actions By Measuring & Improving Customer Contact Centre Experiences Through Data-Led Insights To Create In-Depth, Tailored, Customer-Centric Strategies
Stop assuming what your customers want, ask them! Harness insights and adapt touchpoints to empower customers to guide insight-led decision making and revolutionise strategies
Master your metrics! Implement appropriate metrics and analytics to evaluate success and determine strategy ROI to increase customer satisfaction and retention
Leverage customer data for a more detailed understanding of customer values and expectations to provide sophisticated, data-driven experiences which improve the customer journey
Delegate Discussion
INTERNAL CULTURES & EMPLOYEE EXPERIENCE
Q&A
Panel Discussion
14.30 Build Your Future Workforce! Elevate Employee Experience To Positively Drive Customer Experience & Discover How Putting Your Agent First Places Your Customer First
Empathy from entry: empower agents to support vulnerable customers and create a compassionate work environment where agents feel connected to deliver good customer outcomes
Boost agent confidence by establishing the importance of the human touch in the face of digital transformation to drive quality customer service that reflects a commitment to going above and beyond for the customer
Future-proof your agents by creating a resilient and adaptable workforce focused on upskilling to facilitate the digital transformation and boost agent retention
Put your people at the heart of your customer service! Create a culture that delivers the best customer service by prioritising positive employee experiences to influence customer journeys
Saleta Valdés Márquez, Head of Innovation & Customer Experience, Savoy Signature
Ingrid van Ruiswijk, Senior Manager Customer Service E-Commerce, PVH Europe
Áine Egan, Training and Development Lead for Halfords Customer Services, Halfords
15.10 Bonus Session; Reserved For Exclusive Conference Partner
15.40 Afternoon Refreshment Break With Informal Networking
VOC: CUSTOMER SERVICE & EXPERIENCE
Quality Focused
16.10 Enhancing Customer-Centric Engagement! Enhancing Service Personalisation & Tailored Experiences To Excel In Your Customers Eyes
Seamless service interaction: enhance customer service and experience by streamlining interactions with the right tools and channels to increase efficiency and customer satisfaction
Increase trust and strong client relationships by providing proactive customer service where the customer needs are anticipated to optimise operational efficiencies
Leverage valuable customer feedback with data-driven customer insights to empower customers to navigate channels using real-time solutions for continuous service improvement
Why are customers calling me? Using journey mapping to aid in the self-service journey, recommending improvements to channels to enhance the experience for customers
Paul Greenwood, Customer Service Director, Ocado
OMNI-CHANNEL STRATEGIES
Hot Topic
16.30 Shaping Customer Service Evolution To Reflect Excellence! Discover The Secrets To Mastering Channel Optimisation To Deliver On Customer Needs Across Touchpoints
Have you got the right balance of channels for your audience? Discover the optimal channel mix to avoid overwhelming your customers and guarantee consistent positive results across multiple touchpoints
Redefining live chat: how does self-service impact customer contact? Maintain consistency and deliver excellent customer service across tailored channels to provide fast solutions
Go beyond automation: strategically divert digital journeys towards real-time human interaction to address complex, sensitive queries more appropriately and successfully
Lambros Efstathiou, Digital Lead, NatWest Group
OPTIMISE OPERATIONAL EFFICIENCIES
Best Practice
16.50 Streamlining Operations In Cost-Conscious Times: Build Robust Strategies For Maximum Efficiencies That Cut Cost But Don’t Compromise On Quality
Budget restraints limiting your customer experience? Maximise savings and service by unlocking the full potential of operational optimisation at all stages of the customer journey for enhanced customer satisfaction!
Too much tech? Cut through the noise and be selective with the right tech for your business, your customers and their journeys and achieve effective integration of technology to complement agent capabilities and enhance productivity
As the world moves rapidly towards a technology-enabled future, how can contact centres optimise CX and best use increased digital capabilities designed and centred on the customer?
Mohamed Attia, Global Head Of Customer Operations, British Council
17.10 Afternoon Chair’s Closing Remarks
Sabina Onwuka, Head of Customer Services, London Borough Of Barking & Dagenham