Let’s build better experiences for your customers
Extensive research demonstrates that those responsible for customer contact feel like there has been no time to catch up. Few organisations have a contact mix that generates the capacity to care for vulnerable customers while meeting the inevitable demands of recessionary cost cutting.
The very best organisations are persistent, willing to innovate and discover what works by 'doing'. They collaborate and are willing to learn from others.
There's no better way to shape your future plans than by attending the Future of Customer Contact Conference in February. We've spent a lot of time researching industry pain points, as well as which organisations are excelling, in order to craft a day filled with content that we know will help you thrive.
CASE STUDY PRESENTATIONS
30 exclusive presentations
What to expect
Customer Contact Strategies
There is no silver bullet when it comes to customer contact strategies. Customers expect choice and back-to-back crises mean there is a heightened desire for human contact, as well as a lack of customer trust towards organisations.
A recent study by ContactBabel demonstrates that the majority of customers would prefer to speak to a person over using self-service, so those who've rushed into digital first strategies have experienced a negative impact on customer engagement.
This stream looks at when's best to offer self-service and how to balance your customer contact strategies across channels.
We'll be looking at how organisations are overcoming operational challenges and implementing customer and employee engagement programmes that lead to a truly omni-channel experience for customers. Key factors in implementing new programmes include balancing self-service with customer demand for human contact, solutions to low customer trust in the value and ability of bots, how we recognise and respond to customer vulnerability and engaging customers in 3D worlds.
Customer Contact and Duty of Care - Responding to Vulnerability
Organisations have a responsibility to deliver appropriate customer service that responds flexibly to the needs of vulnerable customers. Join this stream to learn from organisations that are delivering a more inclusive customer service after putting systems and processes in place to enable vulnerable customers to disclose their needs.
Making Omnichannel Work
This topic stream will focus on how organisations can create a unified, streamlined customer experience across several platforms. Creating a truly omnichannel experience increases loyalty, decreases customer churn and increases customer lifetime value. A recent study even found that a customer who connects with an organisation through three or more channels is likely to have an average order value 13% higher than single-channel organisations.
Customer Retention - Why Are Customers Leaving Brands?
3 in 5 consumers say they've switched brands due to a negative contact centre experience, with 44% of consumers only giving an organisation two chances before they switch. It's therefore clear that organisations get one second chance - but not much more. Join this stream to discover how best to retain customers and build brand loyalty.
How Hybrid Working Creates Benefit and Challenge in Equal Measure
Although it is now safe to return to the office, many companies have kept remote work as an option for their workers. The analyst firm ContactBabel predicts that hybrid working will likely remain a dominant strategy for contact centres in 2023, with just 19% of agents predicted to work only at the contact centre next year. This stream provides some top tips on how to maximise the benefits and overcome the challenges that remote working can cause.
End-to-End Service Redesign
Your channel choice will actually add cost and effort to your organisation without end-to-end redesign, which is often why organisations don't harness the true advantages of customer contact transformation.
This stream will demonstrate why it's important to not act too early when creating an end-to-end customer journey.
The Customer’s Desire for Human Contact
As a result of the pandemic and recession, customers are seeking reassurance from assisted contact channels and leaning toward human contact as their preferred channel. This topic stream will allow you to navigate average vs. appropriate handling time as we support society through difficult times.
Keeping Pace - Is the Level of Change Needed Incremental or Disruptive?
This topic stream will look at how a revolution is taking place in customer service and experience. According to the CCA, the speed and severity of change over the last two years has resulted in many business models facing unprecedented disruption. We'll be looking at how you can best lead the charge on developing service, CX, digital and people without causing too much disruption to your organisation.
Strategy & Leadership
This topic stream will look at the key decisions customer contact leaders will be required to make as we approach a recession. This may include new emerging models, service capabilities and strategic service transformation.
What are the metrics that matter in a fast-changing world?
This stream looks at which measures we should be focusing on as the customer engagement landscape transforms in front of our eyes. Recent research has shown a decline in the usefulness of metrics such as customer effort score and customer retention rate. On the flip side, customer satisfaction score and quality score are being found increasingly useful.
Data Privacy - Trust vs. Personalisation
Customers want to understand where their data is being used and be given the ability to make decisions about what happens with their data. Join this stream and discover how to put your customers first in all data-driven processes.
Combining Organisational Values with Growing Customer Expectations
Research shows that a growing number of customers would stop buying from an organisation if they did not agree with their values. The connection between good corporate ethics and consumer perception is clear as corporate ESG (environment, social and governance) is increasingly in the headlines. Join this stream to learn how to future-proof your organisation through making the right decision for both the customer and the planet.
Changing Customer Behaviour and Agent Conversational Skills
In line with supporting customers through difficult times, conversations have become more complex as we see a rise in difficult and emotional calls. As well as this, consumers are more aware and better educated so are more likely to have difficult questions for agents to handle. This stream will look at how we can equip our agents with the tools they need to feel at ease when dealing with complex scenarios, as well as how we can protect the wellbeing of employees.
Contact Centre Insights - A Source of Innovation
Creating a two-way interaction between customer-facing and product teams allows organisations to become truly customer-centric through utilising customer insight to fuel the product innovations that customers really want. This stream will look at the benefits of customer-driven innovation.
Colleagues & Culture
As we look at the future of the workplace, we know that organisations need to incorporate the benefits of hybrid working into the heart of their workplace culture if they're to remain competitive when it comes to recruitment.
However, it's about more than that - research shows that agent stress directly impacts customer engagement, so organisations need to improve employee wellbeing, mental health and resilience in order to target the cause of negative consumer experiences.
Organisations also need to deal with recruitment and retention challenges - reports show that it's both increasingly hard to hire and retain employees, meaning that organisations are facing a talent shortage that's hard to replenish.
This stream will combat the issues organisations are currently facing when it comes to embedding a customer-centric culture into fragmented workplaces.
With customer expectations soaring, AI-driven self-service demonstrates its value at several points in the customer journey. It allows organisations to scale customer service operations to deal with demand, whilst also generating better customer outcomes over time. This stream will look at the best ways to integrate AI self-service into your customer journey.
Using Data & Insight
To retain customers, companies must make use of data and insight. Put differently, they should track customer behaviour and understand the needs of their target market. In this way, they will be able to respond to the fast-changing needs of customers, take their vulnerabilities into account, and drive innovation. February’s event will expand on this topic, with numerous speakers expected to reveal how they have used data and insight to improve CX.
Andrew DavisDigital Transformation & Social Media Strategist
In presentations and workshops Andrew explains how digital is evolving and what it means for business. From customers data and social media interaction to strategies for marketing, recruitment and leadership, digital platforms and online living has revolutionised how business is conducted. He underlines the need to make each aspect of your digital strategy work alongside traditional business strategies. He challenges businesses to see the digital world as an ever-changing tool that can help communication, improve products and services, and promote brands. He also considers how social media has changed perceptions of businesses and brands, looking at those that have succeeded and those that have failed to address public concerns and adapt to new business models.
Andrew started his career by running chat rooms for Pop Idol in the early days of reality TV talent shows. He also worked on Friends Reunited, before joining the BBC to help launch the digital urban music station, Radio 1Xtra. He then joined Myspace.com as a Marketing Manager and played a leading role in propelling the site from one to ten million UK users in under a year; Andrew was responsible for building the brand - including community development, content and digital marketing.
A visiting lecturer at Goldsmiths College, Andrew Davis also designed the first social media course linked to GCSE English. He sits on Ofcom’s Advisory committee and has featured in Media Week’s 30 Under 30 and The Guardian’s report on the top ethnic minority contributors to British media.
Jo GarlandAsda Senior Director Omnichannel Customer Support
An award winning inspirational leader with a proven track record of leading business transformation and large teams to improve the customer and employee experience.
Extensive experience of managing remote, multisite and matrix teams to deliver exceptional results in retail and contact centre environments.
An experienced Accredited Coach and qualified Learning and Development professional, who is passionate about developing others.
Ingrid van RuiswijkNew Balance Manager Customer Service DTC
I have been working in Customer Service for more than 20 years, focused on E-commerce and FMCG for European markets. My passion lies in improving business processes for CS and fulfilment, while enhancing the customer experience and driving website conversion. I look for innovative self-service solutions for the customers and digital tools to reward and incentivize loyal customers. For me, the perfect Customer Service operation is a balance between automatizing the first line
questions, while freeing up agents for personal contact and product related interactions.
Ray BiggsJohn Lewis & Waitrose Head of Customer Care
Lucie ChildThe Very Group Strategy Lead, Customer Care
Luke SambridgeAffinity Water Head of Business Excellence & Transformation
Luke is a passionate and successful senior change professional, with over 10 years’ experience in the management and deployment of large-scale customer change programmes in various Financial, Telecoms, Utilities and Retail Industries. Accredited in Lean Six Sigma and as a Managing Successful Programme Practitioner, Luke has previous worked in a number of Senior Management roles including Operations, Change Management, Continuous Improvement, Transformation and Consultancy.
Leigh HopwoodCCMA CEO
As Chartered Marketer and Honorary Fellow of the Chartered Institute of Marketing, Leigh joined the Board of the CIM in 2014, becoming Chair for three years in 2016 where she led a transformation of the organisation across culture, governance and customer experience, turning significant losses into three consecutive years of profit. She continues to give back to this community and is a Trustee on the CIM Benevolent Fund.
For the last 25 years Leigh has been helping organisations develop their marketing capability. Having led marketing functions for IT companies specialising in niche markets, she has spent time as a business advisor and a marketing coach supporting marketing professionals at all levels.
Sabina OnwukaLondon Borough of Barking and Dagenham Customer Services Manager
Hattie WildemanE.ON Next Head of Digital operations
Hattie Wildeman is Head of Digital operations at E.ON Next.
Chandni BhattBeauty Pie Senior Manager, Member Happiness (CX)
Specialising in subscription models, automation and digital transformations, retention, CX and developing high performing teams. Highly skilled in Vendor Management, Contact Centre Scaling, self-service and VOC. Digital Services such as Social Media, Community and consumer reviews.
Francesca ReaNewDay Director of Contact Centre and Client Delivery
Tristan ScottE.ON Digital Technology GmbH (EDT) Senior Service Delivery Manager
Tristan currently leads an Automation Program within E.ON, which delivers automated IT solutions for E.ON’s global business users via the use of user-facing Bots. These have the aim of transforming the IT user experience, whilst also driving operational efficiencies including moving contacts away from traditional IT Support contact channels.
Arbnor FekaE.ON Digital Technology GmbH (EDT) IT Service Owner Conversational AI
Ajay MithaTandem Bank Managing Director - Servicing
Daniel KillickTandem Bank Customer Experience Manager
Daniel Killick has been in financial services for over 15 years working for some of the largest banks in the prime and sub-prime market, with a solid background in analytics, operations, resource planning, and customer experience. As an innovative thinking Daniel is well versed in utilising cutting edge technology to maximise efficency and productivity with a passion for best in class customer experience.
Daniel HouseNew Look Senior Customer Engagement & Support Manager
Daniel has worked in retail for over 15 years, in brands such as Debenhams, Sainsburys and McDonalds.
As well as extensive customer service experience, he has also worked within Learning & Development and Communication & Press teams. He has worked at New Look for 6 years, supporting the launch of the retail customer survey ‘New Look Listens’, store service training and contact centre retention. Most recently, he has been co-heading up a team of over 70, delivering first line customer service to over 600,000 customers a year. In his current role, he has supported the in-housing of customer support from an external contact centre, helped switch New Look to a digital only Care team and built an extensive programme of training and development called ‘Steps to Success’.Outside of Customer Care, Dan resides in Southampton, Hampshire with his husband Declan and 10 year old cat, Willow
Michelle AnsellDouglas Jackson Managing Partner
A high-end retained executive search recruitment firm exclusively focused on customer and digitally centric business, delivering high performance, diverse, impactful leadership across customer and operation functions.
I believe that recruitment is broken.
I believe that your recruitment process can be better.
I care passionately about the job that I do, the businesses I support and the individuals I represent.
Every week I have so many conversations with clients concerned about the service, or failures they have received from their search firms.
Conversations with individuals who despair at the application process, the lack of communication and information available to them.
I help customer and digitally led boards, leaders and Directors improve the success and retention of your new hires. To deliver a better customer and employee experience. To drive profits, growth and exit values.
I help you make one of the most important decisions you will make. Who to hire.
Identify, attract and hire C-Suite, Board, Diverse impactful leadership appointments and skilled practitioner talent/NED talent that will differentiate your business and brand across customer and operations; customer service, customer experience, customer contact, customer strategy, customer success, customer insight, customer journey, operations, service delivery, resource planning, forecasting, CX/DX.
Emma KrygierFinancial Conduct Authority Head of Supervision Hub
Hans van DamConversational Design Institute CEO
Paul HermanSprinklr Senior Vice President of Global Digital Transformation Services
Paul Herman, is the Senior Vice President of Global Digital Transformation Services. A Sprinklr customer for nearly five years, Paul joined the company from Nike, where he was Program Director of Global Brand Digital Platforms, responsible for enabling Nike’s digital content, dynamic audience targeting, asset management, omni-channel publishing, customer support, and reporting success. At Sprinklr, Paul’s focus is helping to shape and connect customer strategy to Sprinklr execution. Since joining Sprinklr, Paul has met with senior executives at over 300 of the world’s largest companies – consulting with them on the art-of-the-possible and the people, process, technology, and change management required to achieve it. Paul’s responsibilities also include overseeing Analyst Relations to establish Sprinklr’s leadership in the market across its product portfolio.
Paul has over 25 years of global experience helping companies drive innovation and implement significant change through digital products and services. In addition to holding a number of leadership roles at Nike, he’s also worked as a VP of marketing and solutions at Learning.com, and led corporate strategy, business leadership, and marketing activities at Xerox.
Paul received his Bachelor of Engineering from the University of Stellenbosch in South Africa and his Executive MBA from the Lundquist College of Business at the University of Oregon.
Dave D'ArcyRingCentral Senior Director of Customer Care EMEA
Dave is highly awarded within his field, his recognitions include twice EMEA Best Industry Director and twice World Best Industry Director. In 2022 Dave was named in Customer Experience Foundation inaugural CXFO Power100
Dave is the Senior Director of Customer Care EMEA for RingCentral leading a first class team of CX professional
Valentina ThörnerKlaus Head of Remote and Support Quality
Huw JonesVerint Director, Solutions Consulting
Karl SenekalCapitec Software Development Manager: Integrated Business Planning
Karl Senekal is the technology enabler at top South African retail bank, Capitec. – which has over 19 million clients, 853 branches and over 11,000 in-branch professionals.For the last 11 years Karl’s pivotal role across forecasting, scheduling, operations planning and integrated business planning, has ensured he has a unique perspective of the bank’s transformation of its in-branch and contact centre customer experience and innovative utilisation of colleagues’ skills across other customer engagement channels.
Martin HarrisVonage Head of New Business Sales
Ron MoodyConnect Assist Managing Director
James CockbillGenesys Principal AI & Digital Solutions Consultant EMEA & APAC
Carter CalleIHG Hotels & Resorts IHG Sr. Product Manager, AI & Messaging Strategy
Mike MyerQuiq CEO and Founder
Mike has deep expertise in customer service software having previously built the RightNow Customer Experience solution used by many of the world’s largest consumer brands to deliver exceptional interactions. RightNow went public in 2004 and was acquired by Oracle for $1.5B in 2011. Mike led Engineering the entire time RightNow was a standalone company and later managed a team of nearly 500 at Oracle responsible for Service Cloud.
Before RightNow, Mike held various software development and architect roles at AT&T/Lucent/Bell Labs Research. Mike has earned BS and MS degrees in CS from Rutgers University.
Carl ThompsonGenesys Customer Journey Specialist
Martin ReichenbachShelf Human API
Callum Lewis JonesFreshworks Customer Experience Lead
Callum is Freshworks' Customer Experience Lead.