Webinar: How Is Customer Behaviour Changing?

Knowing how customers behave, enables the contact centre to provide them with a better experience, which also improves company outcomes.

The trouble is that customer behaviour is changing. But how?

We will answer just that question in this webinar, while also sharing a number of techniques that will enable you to use customer behaviour to the advantage of your contact centre.

Agenda

• Introductions – Rachael Trickey, Call Centre Helper
• Peter Massey, Budd

Click here to view the slides

• Koby Amedume, NICE inContact

Click here to view the slides

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Speaker Biographies

Peter Massey | Budd

Serial entrepreneur & keynote speaker with significant alumni and businesses in the "customer"​ space. Experienced non-exec and looking for another non-exec role.

Experienced presenter, chair, facilitator, author, awards judge.

Chair of the UK’s Chief Customer Officer Forum of leading client experts, sharing best practice, now in its 13th year.

Full time role is managing director of Budd. Expert in customer experience and operations, for growth, sales and service. Implementing Amazon's "The Best Service Is No Service"​ philosophy as written up by colleagues Bill and David.

Connect with Peter on Social Media: Linkedin | Twitter

Koby Amedume | NICE inContact

Exceptionally focused marketing director and leader with considerable experience across UK, EMEA, APAC and LATAM. Expert across a wide range of marketing disciplines (from Digital Marketing, Demand Gen, Analyst and Media Relations). Action orientated with a strong reputation for delivering results and building high performing teams. Skilled in creating effective metrics driven marketing strategy, customer acquisition, media communications & marketing programmes to drive revenue.

Creative and enjoys working in a fast-paced dynamic environment with proven ability in leading collaborative efforts across a diverse range of stakeholders. Over 20 years of expertise in B2B & B2C across the full marketing mix including Marketing Automation (Marketo), digital and social platforms. Built and led multi skilled and performance driven marketing functions in both start up, growth phase and corporate enterprise.

Connect with Koby on Social Media: Linkedin | Twitter

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