date: 29th June
Breaking the silos between Sales and Service teams is the key to transforming the customer experience. Yet, most companies lack visibility between departments, which negatively impacts team productivity, revenue, and most importantly, customer satisfaction. Join this webinar to learn 3 secrets of the highest performing Service and Sales Teams, and customer case studies outlining how to:
- Increase CSAT by 35%
- Increase Sales Win Rate by 26%
- Increase Productivity by 28%
Darrell Sansom, Chief Marketing Officer, AXA UK and Ireland, leads strategies for brand, innovation, customer experience and digital at AXA – the number one insurance brand in the world.
Darrell has over 27 years’ experience in the insurance industry, beginning his career as a broker before joining Commercial Union for 10 years. In 2001, Darrell joined AXA where he held a number of leadership positions – including Regional Manager for AXA in Scotland and Head of Partnerships – before becoming Managing Director of AXA Business Insurance in 2011. After leading the business through six years of impressive growth, a digital transformation and multiple award-winning marketing and communication activities, Darrell took up his current role on the Executive Committee for AXA UK and Ireland.
On top of his day job, Darrell’s an executive sponsor and champion of diversity and inclusion in the workplace. He’s also frequently invited to share his knowledge as a featured guest speaker and judge at industry events.
Darrell’s a firm believer in professionalism within the insurance industry and a keen advocate of customer transparency and using digital to better inform and support the insurance market.
Steve Gummer has spent 30 years within the technology sector, starting as a computer programmer in the manufacturing sector before moving into a commercial role with a provider of MRP/ERP software to manufacturing organisations across the UK and Europe. His expertise and experience in the last 20 years has been built within senior roles for major technology & service providers and by working with global organisations across Manufacturing, Finance, Retail, Security Services and Government, helping them leverage technology to better service their customers and to provide one customer experience across all engagements and channels.
For the last 3 years Steve lead our Service Cloud business into the Enterprise Financial Service sector, working with some of our largest Financial Service clients to help them leverage the power of Service Cloud. Today he is responsible for Service Cloud business into the Enterprise Manufacturing sector. He has a detailed understanding of the challenges facing organisations seeking to better align their Sales and Service operations from an IT infrastructure and process standpoint.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.