Customer Contact Expo Announces Conference Line-Up


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Customer Contact Expo has announced its conference programme for its 2015 event.

Taking place from 30th September to 1st October, the free-to-attend event at Olympia (London) will run a conference programme that will span six theatres over the two days.

Keynote speakers

David MacLeod, OBE, chair of the government’s Employee Engagement Taskforce which was launched by the David Cameron in 2011. David has also co-authored a book called The Extra Mile on the theme of how to engage your people to win, and is co-author of the MacLeod Report to Government called Engaging for Success.

Another key session will be hosted by Matt Dixon, best-selling author and Executive Director of the Financial Services practice and Customer Contact Leadership Council at The Corporate Executive Board Company (CEB).

Presenting findings published in his latest book, ‘The Effortless Experience’, Matt will provide various examples of how companies have successfully reduced customer effort from management and front-line reps and the positive results they have achieved. Matt was recently named fourth in the 2015 Top 25 Customer Experience Leaders.

Star of BBC hit TV show The Call Centre, Nev Wilshire will be speaking at 15.10 in the Leadership Arena on 30th September, exploring employee engagement and how happy people sell, including his own unique methods to motivate and retain staff.

Other keynote speakers confirmed to participate within the Leadership Arena at Customer Contact Expo 2015 include Chris Brindley, Managing Director of Metro Bank, who will look at how his customer-centric organisation is helping to shake up the retail banking industry, plus Dr Nicola Millard, Head of Consumer Insights & Futures at the BT Global Innovation team, who will look at the autonomous customer in 2015, amongst many others.

A number of case studies will be presented as part of the Customer Contact Expo Conference programme, including a presentation from Carolyn Blunt, Managing Director of Real Results, who will look at how companies can move away from scripting and empower their customer service teams to manage their own conversations with customers.

All 30 sessions of the Customer Contact Expo Conference will be free

For the second year running, all 30 sessions of the Customer Contact Expo Conference will be free to attend for all visitors. Along with the Leadership Arena, a further two theatres will host leading industry figures, who will share their valuable insights and experience.

Speakers already confirmed to participate include Luke Todd, Head of Customer Operations at Gumtree, Jez Groom, Chief Choice Architect at #ogilvychange, Jason Bartram, Head of Operations at Virgin Media, and Michael Mrini, Director of Information Technology, Edwardian Group.

Customer Contact Expo will also host three dedicated Solutions Theatres that will offer bite-sized taster sessions of some of the many and varied products and solutions on offer at the show. Focusing on three core areas of People, Technology and Future Solutions, these will allow visitors to gain advice and knowledge on recent product and service developments and how they can successfully be applied within their organisation.

Bringing the leading names in the industry together

The UK Contact Centre Forum, Call Centre Managers Association and The Forum are working with Customer Contact Expo to bring the leading names in customer services and the contact centre industry together.

Customer Contact Expo offers the opportunity to meet the leading suppliers in the call centre and customer service industry. With over 150 exhibitors already confirmed, all angles of the industry will be covered.

Customer Contact Expo will once again run alongside eCommerce Expo, a UK marketplace for buyers and suppliers of the latest ecommerce technology, products and services.

To register for Customer Contact Expo 2015, visit the website.

Author: Megan Jones

Published On: 2nd Sep 2015 - Last modified: 22nd Mar 2017
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