Webinars

Next Webinar

24 May 2017

Reduce Customer Effort to Improve Positive Outcomes

Sponsored by

date: 24th May
time: 1pm

In today’s digital age your customers have high standards and limited patience. The world is their marketplace and customers have many options for purchasing products and obtaining services.  At the push of a button, a customer expects answers and resolutions.  But how easy do you make it for your customers to contract your organisation?  What if your client was vulnerable and needed immediate answers? And what are the implications to the company and the client if your service strategy doesn’t meet their expectations?

Join software provider Inisoft and their customer Turn2us, a national charity, and you’ll learn:

  • The importance of making it easy for your clients to do business with you and what the implications are if you don’t.
  • Why on average, advisors spend 15% of their time looking for data across multiple systems to answer a customer’s query, costing a 300-seat contact centre $1.57 million in unnecessary costs.
  • How companies that successfully adopt an Omni-Channel programme, enjoy 77% greater customer retention year-over-year.
  • Why it was important for Turn2us, a national charity which provides help to people in financial hardship, implemented an Omni-Channel approach.
  • Turn2us will share their story and explain the benefits achieved since adopting their Omni-Channel strategy e.g.  97% of people now receive the help they’re looking for, client satisfaction rate is now 94%, and 96% of clients would recommend them.

For more information, please visit http://bit.ly/2opAg19

Presenters

Oonagh McBride

Inisoft

Arceeb Moughal

Kura

Adam Lake

Turn2Us

Steve Hurst

Engage Business Media
X

Oonagh McBride

Head of Inisoft

Oonagh joined Inisoft as a software developer in 1997 and worked in increasingly customer focussed roles until becoming head of the company in 2015. Oonagh believes in developing software that works for real people, with every feature designed to solve real problems. Inisoft’s agent desktop software, Syntelate presents a simple interface to the advisor which allows them to concentrate on the customer rather than the technology.

X

Arceeb Moughal

Director of Commercial

Arceeb has 17 years experience in the Outsourcing industry working with varied clients across public, private and third sectors. Arceeb believes in straightforward relationships, and knows that through strong client partnerships we unleash the potential of people to deliver outstanding results.

X

Adam Lake

Head of Communications

I have a passion for creating campaigns that make an impact, combining extensive experience in the public policy arena with a knack for getting stories in the paper and on TV. I combine broad experience from the private sector with an impressive track record in supporting charities with their policy, brand and communications objectives.

I am well connected, enthusiastic, energetic and creative – but most of all I am driven by taking good ideas and translating them into tangible results. Every job that I have done has been about providing support for people, whether it be able improving peoples knowledge of a particular subject, advising a regulator or campaigning for change.

X

Steve Hurst

Editorial Director

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.

Register for this webinar now

Upcoming Webinars

08 Jun 2017

It’s All About The Customer – A Service Design Webinar

Sponsored by

date: Thursday 8th June
time: 12pm

There’s a lot of talk amongst organisations about how much they value their customers and how delivering a great customer experience is really important to their businesses. But looking at how many companies behave it seems that many are just paying lip service to this way of thinking.

Delivering a great customer experience is all about designing interactions from a customers’ point of view to meet or even exceed their expectations, thereby increasing customer satisfaction, loyalty and advocacy.

This webinar, led by industry expert Amy Scott will help you gain a greater understanding of the role that service design plays in achieving this goal.

Key Takeaways from this webinar include:

  • Learning about the critical components behind designing services
  • Insight into how customer journeys are impacted by organisational structures
  • Understanding the role the voice of the customer plays in this process
  • The benefits of taking an outside-in view
  • Discovering how emotions factors in customers’ decision making
  • Increased knowledge on how business behaviours drive customer outcomes

At the end of the webinar you will have a greater understanding of how to design services to deliver an improved customer experience.

Presenters

Amy Scott

Sedulous

Steve Hurst

Engage Business Media
X

Amy Scott

Director

Sedulous is a customer insight driven management consultancy specialising in service design, customer experience initiatives, change programmes, market research and project management.

I’ve spent the past year working on a variety of projects for Western Union, Nuffield Health, Midcounties Cooperative, Thomas Cook, and the Student Loans Company. All of these projects involved helping them to identify what customers want, how they are currently delivering against these expectations, where the customer pain points are, what causes them and how to design them out of the service offering leading to ideal customer journeys.

Prior to this I spent four years in Sydney where I worked on the largest Australian service redesign project for the mobile operator Optus, helped Toyota’s dealer network to become more customer focused and redesigned the post graduate student journey for the Chartered Institute of Accountants Australia and New Zealand.

Previously, before going to Australia, I was a driving force behind the UK’s Top 50 Companies for Customer Service and as project director of this programme I provided advice to member companies such as Tesco, LEGO, Dyson, ITV, Royal Bank of Scotland, Specsavers, Marks & Spencer and Virgin Atlantic on how they could improve their customer service operations.

X

Steve Hurst

Editorial Director

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.

Register for this webinar now

Previous webinars

Wolseley case study – How Cognitive Knowledge made it easier for our customers to do business with us

Making omnichannel a reality: learnings from major brands & tips to get started

Omnichannel = OMNICHOICES – We want it all and we want it now

Nando’s Case Study: Engaging with Customers for Next Generation Insight

Best Practices for a Seamless Omnichannel Customer Experience

Improving Experiences: The Power of People

Why Service Leaders Need a 2017 Strategy

Proactive Customer Service; Top Brands share their Top Tips

The Numbers Game: How to Use Data to Land Top Talent

Reinvigorating the eBay Brand from the Inside Out

How Customer Support in the Travel Industry is Really Flying

Demystifying web chat and how to make it work for your organisation

Building a Model for Customer Experience at Porsche

Orbit case study: How real-time feedback can transform an organisation’s culture

John Lewis Case Study: Look inward – Your employees deserve great customer service too

Three Trends for CX Success

Building The Best Team Within Lloyds Banking Group

Case study: How Trendsales support their customer experience

Innovation in Employee Engagement – Empowering MetLife Employees to Tell Their Own Story

“From zero to… not quite hero just yet” – Setting-up The Customer Service Environment

How IBM’s customers are using advanced analytics to drive employee engagement and improve business performance

Getting CX Fit – Training for VoC Success

How real-time emotion can lead to real-time results

Effortless Multichannel Customer Experience – A Case Study from TrustPilot Using Zendesk

How to succeed in the brave new world of customer and employee engagement

Transform your Business with your VoC Programme

How to build a global connected community of 50,000 people

Build a great customer experience with the future in mind

How online streaming company increased customer satisfaction and productivity

The Customer Hub – Imaging Next Generation Customer Engagement

Global Customer Experience Best Practice in Financial Services

Using Customer Journeys to engineer a great Customer Experience

Learning From The USA’s Customer Experience Leaders:

Global Best Practice In Retail Customer Experience

Key Design Features Of A VoC Program: Robust, Relevant And Prioritised

Take A Look At The Brave New World Of Personalised Video

The 2 Forces That Will Transform Insurance Customer Experience For Ever

4 Next-Level Customer Engagement Strategies To Boost Contact Center Efficiency

How To Be A Winner In The Contact Centre Environment Of 2020

Turn VOC Data Into Action

It’s All In The Details: Create Successful Website Monetisation

The 2014 Customer Experience Leaders: UK Analysis Release

Online reviews – creating value for businesses and their customers

Transforming Customer Engagement: Don’t Just Deliver Experiences, Engage

Connecting Customer Experience To Business Outcomes

Serving The Connected Customer

Contact Centres And The Omnichannel Customer – The Seven Steps To Digital Heaven

Ten Ways To Make Sure Your Contact Centre Is Not Just Another Service Silo

Building Your Customer Experience Strategy: Implementing A Joined-Up Approach

Why Smart Companies Are Integrating Customer Feedback And CRM

So What Is The Future For The Contact Centre?

Outsourcing Customer Services, So What Is The Future For BPO Customer Service And Care?

How To Build A Successful VOC Programme: The Seven Steps To Heaven Revealed

Charles Darwin, Evolution… And The Contact Centre

How Social Media Is Driving Consumer Behaviour

Mobile Customer Engagement

Customer And Contact Centres: Overcoming The Multichannel Disconnect