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18 - 19 September, 2018|London, UK


We're currently putting together the agenda for this year's summit. Below you will find a summary of the topics for discussion in 2018. If you'd like to contribute as a speaker, please get in touch with

Customer Experience
08:30 - 09:00
Customer Service or Customer Experience?

With customer experience roles on the rise, we want to delve into how this is changing the customer service role – and how this fits within the broader experience strategy

08:30 - 09:00
Bring support, marketing and sales closer together
  • Overcome internal conflicts and created a collaborative culture across sales, marketing and support
  • How to best align across functions to work seamlessly across the same customer channels
08:30 - 09:00
Streamline your engagement across social, chat, email and telephone
  • Integrate data and customer insights across all support channels into one holistic system for customer consistency
08:30 - 09:00
Create a customer centric organization
  • How to change your organisation to one focused on customers through education, emotion, and customer interaction.
  • How to ensure customer voices are heard constantly, break down barriers with much leaner decentralized decision making
  • As consumers switch between channels ensure streamlined communication and the same answers no matter what channel
New Technologies & Changes
08:30 - 09:00
How new technologies from AI to Chatbots can impact customer care
  • Learn how brands are using AI to impact self-learning, response times and efficiencies.
  • How are brands adapting customer choices through AI options?
  • To what level can bots actually help reduction in human headcount
08:30 - 09:00
Scale through new technologies and maintain the personal touch
  • Hear how brands can maintain more human and relevant conversations with customers, despite growing customer interactions
  • How are companies utilising customer insights and information to personalise during the support experience?
08:30 - 09:00
How GDPR will impact the customer service department
  • Learn how brands are overcoming GDPR constrains when it comes to customer feedback data and engagement
  • How data across service, sales and marketing can now be used / collated to ahead to new GDPR regulations

Download the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

Multichannel Support
Social Customer Care
08:30 - 09:00
Proactive customer support
  • Surprise and Delight tactics to pleasantly catch your customer of guard and create a positive brand experience
  • Be pre-emptive rather than responsive
  • Know where your customer is, and engage across online community’s and beyond
  • Engage in positive experiences to help promote the brand and highlight the good
How to execute a social care strategy and cope with the influx of conversations

Hear how brands are executing a well thought out social care strategy from staff resourcing, to channel selection to 24/7 care – learn how to best structure your social support offering to ensure your remain efficient whilst keep ahead of customer expectations

08:30 - 09:00
Self-service and education
  • Understand different ways to format educational content to allow customers to self-teach
  • Provide a self-service platform to allow consumers to get relevant information is a easy to use format to avoid contact centre resolution
WhatsApp – the next generation of customer support

Keep ahead of changing customer demands, by ensuring you have reviewed the latest engagement channels available. Learn from the trend setters on hoe they are embedding WhatsApp into their service strategy, the learnings and outcomes.

08:30 - 09:00
Leverage customer feedback – voice of customer
  • Doing more with less, how to integrate new technologies to constantly engage customers via digital and bring feedback in to the business.
  • How you can use large amounts of customer data to serve them in a more personalized way efficient way that isn't creepy
The rise of Facebook messenger

Case study examples of how new social channels including Facebook messenger are creating new efficiencies in your team. Learn how to embed messenger, and ensure you can keep up with volume live.

Talent, Development and Training
08:30 - 09:00
1st point of contact strategy: Train your agents to provide resolutions the first time
  • Put in place a robust strategy for agent resolution in real time, ensuring customer information is readily available
  • Ensure agent have the right tools and processes to solve issues quickly
  • Ensure customer interactions are tracked and recorded to avoid missing information
Chatbot Case Study
  • The potential of chatbots to understand customer desires at different points, and route customers to the right support offerings
08:30 - 09:00
Motivate and Develop your team into super agents
  • Hear how to best structure your training programme to get the most from your agents
  • Innovative examples of how to motivate your team to improve retention
  • Embed new engagement tactics to engage employees and satisfy them on a day-by-day level
How to scale up your social support function

As your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows and fully embedding social into your contact center operations.

08:30 - 09:00
Understand your team performance in more detail
  • Develop new tools to help monitor and report on staff performance, to identify gaps and opportunities for a quicker resolution
  • Develop feedback tools to understand satisfaction, knowable, professionalism, accessibility, ease of resolution
  • Set KPIs for agents to get as much information about the users, to ensure it is a personalized experienced using satisfaction, reply time and agent impact on user’s satisfaction.
Pan- European Engagement – overcome language barriers to scale most efficiently

Learn how brands cope across 20+ different languages and the latest translator technologies solutions to scale your European reach

Download the detailed event brochure

Full speaker list • Full conference agenda • Audience breakdown

Hayley Dunn

Hayley Dunn

Head of Strategy
Incite Group

US: 1 800 814 3459 ex.7236

UK: +44 (0) 207 375 7236


Download the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown