
About the Event
Europe’s 2nd Annual, One-Day Customer-Focused Contact Centres Conference Returns On 15th Oct 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
Date and Time
Starting:
Wednesday 23rd June 2021
Date and Time
Starting:
Wednesday 23rd June 2021
Read more about - Contact Centre and Customer Experience Conferences