About the Event
Why Join Us?
Every business has unique employees, unique customers and a unique definition of success. This presents a unique set of challenges when it comes to measuring and benchmarking the metrics that matter most. We created the Talkdesk CX Tour to help you identify the performance measures that will best enable your organisation to achieve success and future proof for the challenges of tomorrow.
Register today to join us at Etc Venues St Pauls on Thursday, June 6th from 9:30 A.M. – 6:00 P.M. to hear from industry thought leaders and learn how you can take a data-driven approach to experience innovation. Network with other contact centre and customer experience leaders and take away actionable tips to improve your business today.
Tiago Paiva – CEO & Founder, Talkdesk
Tiago is CEO and founder of Talkdesk. Over the past seven years, he has scaled Talkdesk from 10 employees to over 500 and has crossed major industry milestones, including reaching 100 million calls. Tiago received an MSc in Computer and Electrical Engineering from Instituto Superior Técnico.
Adrian Swinscoe – CX Expert and Author of “Punk CX”
Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and developing customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group as well as advising and consulting numerous other large organisations as well hundreds of smaller businesses to help them engage with their customers, build their customer retention and improve service.
Martin Hill-Wilson – Founder of Brainfood Consulting
Martin is a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he delivers a range of masterclasses that help brands evolve their social and digital capabilities. Current topics include omnichannel design, automation and self service, customer experience management for contact centres, social customer service excellence.
Justin Robbins – Contact Centre and Customer Experience Expert
Justin Robbins is a customer service expert and business consultant who helps organisations maximise the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact centre and customer experience best practices.
9.30am – 10.30am – Registration and Networking
10.30am – 12.00pm: “Welcome to the Future of Experience Innovation”, Tiago Paiva, CEO, Talkdesk + special guests
12.00pm – 1.00pm: Lunch and Networking
1.00pm – 2.00pm: “Predictions for the Future of the Contact Centre”, Martin Hill-Wilson, Founder of Brainfood Consulting
Martin Hill-Wilson will provide a glimpse into the future of the contact centre, discussing the latest trends and how the industry is likely to evolve over the next 10-20 years. This session will provide an amazing insight into how technologies such as AI and emotion management will radically evolve the role of contact centre agents and managers alike.
2.00pm – 3.00pm: “Finding Your Most Meaningful CX Metrics”, Justin Robbins, Contact Centre and Customer Service Expert, Talkdesk
Do you know the latest metrics you should be tracking in 2019? More importantly, how should you use them to better measure your team’s progress towards success? In this session, Justin Robbins will discuss the research around:
- Latest benchmarks for contact centre success
- Key metrics to drive efficiency across the business
- Importance of leveraging the right platform to optimise any performance management programme
3.00pm – 3.30pm: Networking Break
3.30pm – 4.30pm: “Punk CX: Why Most CX Projects Fail & How You Can Succeed”, Adrian Swinscoe, CX Expert and Author of “Punk CX”
Emerging in the 1970s, prog rock was often accused of being overly technical, too elaborate, not focused on its audience and often in danger of disappearing up its own a***. One could argue that the service and experience space is starting to exhibit some of the same characteristics, namely it’s in danger of becoming overly technical, frameworked, measured, codified, certified, specialised and functionalised. Punk exploded out of the back of prog rock with its democratic, DIY, back-to-basics approach that inspired both a cultural and a musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked that. So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises?
4.30pm – 4.45pm: “Wrap-up & Next Steps”, Justin Robbins, Contact Centre and Customer Service Expert, Talkdesk
4.45pm – 6.00pm: Networking Drinks
Date and Time
Thursday 6th June 2019