As National Customer Service Week comes to an end, Nick Peart voices his opinion on how you can increase awareness and importance of customer service. When it comes to customer service return-on-investment, a key challenge for many senior executives is winning support from the board to invest in customer service, as despite our love for […]
Customer Engagement Summit 2015
INNOVATION AND INSIGHTS TO INSPIRE CHANGE AND DRIVE CUSTOMER AND EMPLOYEE ENGAGEMENT
You will not want to miss Engage Customer’s fourth annual Customer Engagement Summit on Thursday November 26 at the Victoria Park Plaza Hotel in London. Hear case studies from brands including Jaguar Land Rover, Mars Chocolate, McDonald’s, Dunkin’ Donuts, Tesco, Lloyds Banking Group, NHS, Argos, AMEX, John Lewis Partnership, Accor Hotels, British Airways, Travelodge, NewsUK, Barclays, Virgin Atlantic, British Gas, Surrey County Council and Ovum at the best joined up customer and employee engagement event of the year.
Spencer Kelly will set the scene for this years theme, ‘How future technology and business models will change the way we work and engage with our colleagues and customers’. The day opens with ‘bigger picture’ keynotes including Patrick Lewis, Director of Partnerships, John Lewis Partnership, Patrick is the great grandson of the founder.
This will be followed by sessions in 3 halls covering: Voice of the Customer, Future of Work, Social Engagement, Technology Innovation, Business Transformation, Customer Journey, Omnichannel, Evolution of Contact Centres, Digital Customer, Customer Engagement in Retail, Customer Engagement in Financial Services and 25 Roundtable Sessions.
join the conversation with 600+ of your Peers at the UK’s biggest Customer and Employee Engagement Event
Customer Engagement Summit 2015Victoria Park Plaza, London 26th November 2015
FUTURE OF THE CONTACT CENTRE DIRECTORS FORUMVictoria Park Plaza, London 10th March 2016
2016 Employee Engagement SummitVictoria Park Plaza, London 14th April 2016
CUSTOMER EXPERIENCE Strategy and iNNOVATION DIRECTORS FORUMVictoria Park Plaza, London 23rd June 2016
A new Artificial Intelligence system called Amelia is being tested by several companies to see the feasibility of it being able to replace online call centre operators. A flow chart teaches Amelia how to perform the role. The system picks out key facts from information the customer provides and uses this to determine which questions […]
When is a car not a car? When it’s also a channel for fast and effective Customer Relationship Management (CRM), of course, says Dr Setrag Khoshafian. The proliferation of ‘connected’ and ‘smart’ devices today means that we all find ourselves constantly having to reassess the value that the technology we interact with on an everyday […]
When it comes to customer experience, the biggest annoyance for UK consumers is to be stuck on hold to a call centre, according to a report. A study by Lithium Technologies suggests that more than 15 million UK adults rank being put on hold by a telephone operator as their most hated element of customer service for […]