Name: Engage Customer
Address: Engage Business Media Ltd, 2 Esher Road, Hersham, Surrey, KT12 4JY
Telephone: 01932 506 300

Knowledge - Insights: Presentation Slides

Download our presentation slides and reports to read and digest in your own time…

HALL 1 AVAILABLE PRESENTATIONS
OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1
09:10	Dixons Carphone Case Study: Digital Ambitions Jason Roberts, Head of KnowHow Customer Contact Centre, Dixons Carphone Group	View presentation slides
09:35	Omnichoices – ‘We Want it All and We Want it Now’ Trevor Geraghty, Customer Contact Director, Difference Corp	View presentation slides
EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE
10:55	SureFlap Case Study: The Future of Purr-Fect Service Sarah Metcalfe, Head of Customer Service, SureFlap	View presentation slides
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	View presentation slides
THE CONTACT CENTRE AND THE CUSTOMER JOURNEY
12:35	Proactively Transforming Customer Service at Elmbridge Borough Council Dawn Crewe, Head of Customer Service, Elmbridge Borough Council	View presentation slides
multichannel contact centre of the future
14:25	2017 Service Strategy Martin Hill-Wilson, Founder, Brainfood Consulting	View presentation slides
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	View presentation slides
OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 2
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	View presentation slides

HALL 2 AVAILABLE PRESENTATIONS
CX INNOVATION AND TRANSFORMATION
09:35	Alexa – Ask KCOM Darryl Beckford, Head of Digital Acceleration, KCOM	View presentation slides
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	View presentation slides
BIG DATA, CUSTOMER INSIGHT AND ANALYTICS
11:20	Innovation, Disruption, Investment…. Where to Start? Simon Foot, Director, Ember Services	View presentation slides
CX SERVICE DESIGN IN THE CONTACT CENTRE
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	View presentation slides
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	View presentation slides
12:35	Building a Contact Centre Fit for 2020 and Beyond Dave Thomson, Principal Solution Engineer – Service Cloud, Salesforce	View presentation slides
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	View presentation slides
CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS
16:10	Nudging Chatbots Colin Strong, Global Head of Behavioural Science, Ipsos	View presentation slides
16:35	Talking Points Keynote: Chatbots! Wim Rampen, Chief Marketing Officer, CX Company	View presentation slides

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Knowledge - Insights: Presentation Slides

Download our presentation slides and reports to read and digest in your own time…

HALL 1 AVAILABLE PRESENTATIONS

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1

09:10

09:35

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE

10:55

11:20

11:45

THE CONTACT CENTRE AND THE CUSTOMER JOURNEY

12:35

multichannel contact centre of the future

14:25

14:50

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 2

16:10

16:35

17:00

HALL 2 AVAILABLE PRESENTATIONS

CX INNOVATION AND TRANSFORMATION

09:35

10:00

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS

11:20

CX SERVICE DESIGN IN THE CONTACT CENTRE

11:45

12:10

12:35

13:00

CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS

16:10

16:35

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