Customer-Focused Contact Centres Conference

Europe’s 2nd Annual, One-Day Customer-Focused Contact Centres Conference Returns On 1st July At Grand Connaught Rooms, Central 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, 1st July 2020, Grand Connaught Rooms, Central London

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

Speakers include;

• Ms Beverley Hullock (Senior Manager, Continuous Improvement ) Openreach
• Mr Jason Roberts (Head of Contact Centre Operations) Dixons Carphone
• Ms Jo Garland (Senior Manager Operational Support, Contact Centres) John Lewis and Partners
• Ms Jane Bates (Co-op Business Services Director) The Co-op
• Ms Dee Roberts (Director Contact Centre Transformation) AA Ireland
• Ms Nicole Feighery (Director of Contact Centre Operations) AA Ireland
• Mr Bogdan Grigorescu (AI Platform Manager) Marks and Spencer
• Mr Dan Eddie (Customer Experience Director) Vanarama
• Ms Kirsty Macdonald (Head of Customer Experience) Bloom & Wild
• Ms Ula Robinson (Consumer Care Lead) Philips
• Ms Leanne Kerry (Head of Customer Service) MAG Contact Centre
• Mr Andrew Clayton (Global Head of Customer Experience) E.ON
• Mr Mark Davies (Customer Contact Director) Bupa UK
• Mr Kevin Morley (Deputy Director – Customer Service) Crown Commercial Service
• Ms Caroline Winwood (Customer Service & Direct Experience Director – Europe) Dyson
• Ms Julia Murphy (Head of Customer Experience Strategy) Sky
• Ms Laura Heggarty (Global Design Studio Director) HSBC Commercial Banking
• Mr Mark Trick (Customer Operations Director) Cynergy Bank
• Mr Stefan Elks (Head of Customer Operations (Legal & General)) LV=
• Mr Paul Basigara (Head of Customer Delivery – UK Field Operations) British Gas
• Mr Richard Murray (Global Customer Services Director) Cambridge University Press
• Ms Alison Jaap (Customer Director) First Direct