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Going digital-first: The key to providing consistent and fast service

According to McKinsey research, more than 60% of consumers across the UK, EU, US, and APAC are trying new brands due to economic pressures, store closings, and changing priorities.

With these consumers going online in their search for better and safer ways to transact with businesses, the lines between sales and service are blurring. Companies cannot treat customer service reactively anymore.

Freshworks analysed 107 million support interactions and it emerged that speed is the most important factor to improve customer satisfaction.


  • Why customer service should be a focal point in your growth strategy
  • Why the speed of service is a key factor in ensuring customer satisfaction
  • A deep dive into the five steps your organisation can take to improve the speed of service


Phil Tyler

Doctaly Chief Operating Officer

Phil is an experienced senior leader of digital technology delivery & operations with circa 20 years’ experience running technology companies, IT departments, programmes and projects. Extensive experience, from start-ups to £Bn+ corporations, in technology and business

Engage-Speaker-Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder

Martin is a leading customer engagement and digital business strategist and an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he designs masterclasses and transformational change helping clients evolve their social and digital capabilities. Current

Simon Johnson

Freshworks General Manager

Simon is the General Manager for Freshworks UK&I - one of the fastest growing software start-ups of all time. Freshworks believe that Traditional enterprise software is clunky, expensive and not focused on how you can wow your customers with the ultimate service and experience. Freshworks

Engage-Speaker-Nicholas Brice

Nicholas Brice

Engage Business Media Guest Editor

Nicholas Brice is founder/CEO of Soul Corporations® and Bite-Size Plays. Nicholas’ career as a conference chair, keynote speaker and performance culture consultant has seen him lead and present numerous blue-chip brand and culture change programmes for organisations such as British

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