Recorded Webinar: The Top 4 Essentials for Exceptional Customer Experience

What does your organisation need to do in order to provide a personal customer experience and win over customers?

In this webinar we looked at understanding customers’ individual journeys and how we can help them during their make-or-break moments in a way that is personal and memorable.


  • Introduction – Jonty Pearce, Editor, Call Centre Helper.
  • 4 Essentials for Customer Experience – Ann-Marie Stagg, Director of Call Centre Management Association (CCMA)

Click here to view the slides

  • The customer experience challenge – David Gefen, Nice Systems

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  • Using Speech Analytics in the Customer Journey – Lynn Gillan, Head of Client Service Centre, BNY Mellon
  • Your tips

Winning tip – “I manage a technical support department were the advisors don’t have any KPI measures. I focus on managing behaviours, driving engagement and delivery of our core values.” thanks to Lesley1

All the tips from the audience have now been turned into an article Top 10 tips for delivering exceptional customer service

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • Understanding customer journeys
  • Multi channel interaction analytics
  • Identifying decisive moments
  • Proactive customer service
  • Closed-loop interactions
  • Use of customer feedback
  • Big data technology
  • Real-time analytics

Original Webinar date: October 2013

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