Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1 |
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09:10 |
Dixons Carphone Case Study: Digital Ambitions Jason Roberts, Head of KnowHow Customer Contact Centre, Dixons Carphone Group |
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09:35 |
Omnichoices – ‘We Want it All and We Want it Now’ Trevor Geraghty, Customer Contact Director, Difference Corp |
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EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE |
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10:55 |
SureFlap Case Study: The Future of Purr-Fect Service Sarah Metcalfe, Head of Customer Service, SureFlap |
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11:20 |
Contact Centres: Resistance is Futile. We are Omni-Channel. You will be Assimilated Mark Oppermann, EVP Sales & Marketing, Webio | View presentation slides | |
11:45 |
BT Case Study: Our CX Journey Abby Thomas, Director of Transformation and Change, BT |
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THE CONTACT CENTRE AND THE CUSTOMER JOURNEY |
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12:35 |
Proactively Transforming Customer Service at Elmbridge Borough Council Dawn Crewe, Head of Customer Service, Elmbridge Borough Council |
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multichannel contact centre of the future |
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14:25 |
2017 Service Strategy Martin Hill-Wilson, Founder, Brainfood Consulting |
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14:50 |
The Top 5 Customer Service Strategies to Service the Contact Centre Customer of the Future Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft |
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OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 2 |
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16:10 |
Sky Case Study: How Playing to Strengths can Change Everything in Contact Centres Danielle Macleod, Customer Service Director, Sky | View presentation slides | |
16:35 |
Customer Experience Innovation – The Impact of Mobile and Social Messaging Channels on Customer Engagement Shakeel Khan, Head of IMCC Alerts, Barclays & Matt Hooper, SVP Global Marketing, IMImobile |
Presentation coming soon | |
17:00 |
Disrupting The Disrupters – How to Attract and Retain Contact Centre Talent of the Future Carolyn Blunt, Managing Director, Ember Real Results |
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HALL 2 AVAILABLE PRESENTATIONS |
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CX INNOVATION AND TRANSFORMATION |
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09:35 |
Alexa – Ask KCOM Darryl Beckford, Head of Digital Acceleration, KCOM |
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10:00 |
Make It Cheaper Case Study: A Commitment to Making Our Customers Smile Danni Rush, Customer Experience Director & Sam Reynolds, Marketing Director, Make It Cheaper |
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BIG DATA, CUSTOMER INSIGHT AND ANALYTICS |
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11:20 |
Innovation, Disruption, Investment…. Where to Start? Simon Foot, Director, Ember Services |
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CX SERVICE DESIGN IN THE CONTACT CENTRE |
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11:45 |
Using Voice of Customer to Drive Service Design James Elliot, Head of Operations Support, Bupa Global & Lisa Garthside, Director, Customer Experience Management, Confirmit |
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12:10 |
Everyone Else is Becoming More Agile but Why isn’t the Contact Centre? Adrian Swinscoe, Consultant, Rare Business & Joel Bailey, Director, Livework London |
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12:35 |
Building a Contact Centre Fit for 2020 and Beyond Dave Thomson, Principal Solution Engineer – Service Cloud, Salesforce |
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13:00 |
M&S Case Study: Simple Changes Add Up! Bringing the Personal Touch to Non-Face to Face Service at M&S Jo Kirkham, Head of Customer Sales and Service Centre Experience Improvement, M&S |
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CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS |
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16:10 |
Nudging Chatbots Colin Strong, Global Head of Behavioural Science, Ipsos |
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16:35 |
Talking Points Keynote: Chatbots! Wim Rampen, Chief Marketing Officer, CX Company |
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