Recorded Webinar: Customer Experience: Making it Personal



The Webinar Contents

Perhaps the most elusive goal for mass-market customer service operations has been the ability to deliver a unique experience for each customer interaction. Despite holding incredible detail about customers, the ability to use this insight, in real time, has been a vital missing link.

This webinar explored how you can offer a unique experience for each and every customer.


  • Introduction – Jonty Pearce, Call Centre Helper
  • Customer experience: Making it personal – Martin Hill-Wilson, Brainfood Consulting
  • 7 ways to personalise customer experience  – Tim Pickard, NewVoiceMedia

Winning tip – “empowering staff by using random acts of kindness. For example resolving an enquiry using information gathered to find an incentive personal to that customer.  E.G. a story book was sent to a family for a customers whose present was delivered late.  Just giving contributions made in place of a regular gift voucher as an apology.” thanks to Sandra.

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • Why personalisation matters
  • How to anticipate situations that matter to customers
  • The role of CRM and telephony in delivering a personal experience
  • Personalised customer experience in action
  • Top tips from the audience
  • Interactive questions and answers

This webinar is brought to you by Call Centre Helper and is sponsored by NewVoiceMedia.

Original Webinar date: February 2013

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