The Customer-Focused Contact Conference

14.05.2024 | LONDON

Optimise The Balance Of Tech & AI Efficiencies, Agent Engagement & People-Focussed Customer Experiences For Fit-For-Future Contact Strategies

6th Annual | 14th May 2024 | London

Balancing Digital Transformation & Human Experiences ■ Empower Agents, Engage Employees ■ New Tech, AI & Chatbots ■ Seamless End-To-End Customer Journeys ■ Changing Customer Expectations & Behaviours ■ Hybrid & Flexible Contact Centres ■ Actionable Insights & Data ■ Internal Cultures & Employee Experience ■ VOC: Customer Service & Experience ■ Omni-Channel Strategies ■ Optimise Operational Efficiencies

08.15 Registration, Informal Networking & GIC Welcome

09.10 Morning Chair’s Opening Remarks

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  Alison Jaap, VP Customer Care, OVO

BALANCING DETAIL TRANSFORMATION EFFICIENCIES & HUMAN-CENTRED EXPERIENCES

New Take

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 results
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Brian Stewart, Global Head of Customer Insight, Digital Experience & Analytics, AXA Investment Managers UK Limited