Knowledge - Insights: Presentation Slides

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Available presentations

09:10-09:40

Opening Keynote: Superagent 2020 – The Future of the Contact Centre
Dr Nicola Millard, Head of Customer Insight & Futures, BT

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10:05-10:30

The Future of Engagement
Cathy Brown, Executive Director, Engage for Success

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10:30-10:55

Homeserve Case Study: Strategy Determines Direction, Technology Lights the Way

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10:30-11:55

Engaging the Workforce Through Job Initiated Job Crafting
Dr Giles McClelland, Division Leader of Business, Economics and International Business, University of Central Lancashire

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11:55-12:20

The Contact-Centre Time Bomb
Glenn Hurley, CEO, Compliance3

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12:45-13:10

The Co-Operative Bank Case Study: Just Trying to Keep My Ever More Demanding Customers Satisfied
Samuel Kaye, Head of Customer Service Centres, The Co-Operative Bank

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15:10-15:35

Building an On Demand Service Ecosystem: A Unilever Innovation Study
Megan Neale, Global Head of Engagement Centres, Unilever & Mikhail Naumov, Chief Strategy Officer, DigitalGenius

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16:25-16:50

Chaucer Direct Case Study: Customer Service in Context

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