Topics 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
Panellists

Jonty Pearce
Call Centre Helper

Ann-Marie Stagg
Director of Call Centre Management Association (CCMA)

David Gefen
Nice Systems

Lynn Gillan
Head of Client Service Centre - BNY Mellon
