Webinar Replay: 5 Customer Experience Strategies You NEED to Try

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There are numerous statistics out there which show how much more valuable it is to retain customers in comparison with onboarding new customers.

In the contact centre, forward thinking organisations will offer countdown promotions or even shift customers who are set to renew onto the telephone to have a “human” conversation. But, what more can we do?

In this webinar, we assessed the latest thinking in terms of retaining customers by examining key changes you can make to optimise the customer journey.


  • Introductions - Charlie Mitchell, Call Centre Helper
  • John Aves, cp2experience
John Aves webinar slides on 5 Customer Experience Strategies You NEED to Try Click here to view the slides
  • Jim Freeze, Interactions LLC
Jim Freeze's webinar slides on 'Do you need to become a customer obsessed organisation?' Click here to view the slides
John Aves - headshot
John Aves
Jim Freeze - headshot
Jim Freeze
Interactions LLC
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
Topics to be discussed
  • The new expectations of customers and how to meet them
  • Where to spot areas for improvement
  • Fresh ways of optimising the customer journey
  • The new rules of customer loyalty
  • Top tips from the audience
  • Winning tip – "Look to see how your staff can be multi-tasked, by being multi-tasked they can help customers much quicker as they know the process and stop another touch point being made" thanks to Claire29
Original Webinar date: 21st November 2019

Speaker Biographies

John Aves | cp2experience

John Aves has worked in the UK and internationally to help clients improve their customer experience in ways that drive profitable growth. We know that organisations which put customers and their people at the heart of their business outperform the competition. These enlightened companies create better places to buy for customers, better places to work for employees and better places to invest for shareholders.

Connect with John on Social Media: Linkedin | Website

Jim Freeze | Interactions LLC

As Chief Marketing Officer, Jim focuses on brand strategy and awareness, thought leadership, product marketing, demand generation, creative services, and public and analyst relations. Jim brings more than 25 years of experience leading marketing teams at Fortune 1000 and other enterprise technology companies, a history which includes proven success in all aspects of marketing, sales and business development. Most recently, Jim served as the Chief Marketing Officer at Aspect Software, where he was responsible for all aspects of global marketing, including product management, product marketing, branding, advertising, customer experience, and demand generation programs.

Connect with Jim on Social Media: Linkedin | Twitter